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CC-1426 - USA (Pennsylvania) - Call Center Organizational Assistance Services - Deadline June 14,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1426

Government Authority located in Pennsylvania; USA based organization looking for expert vendor for call center organizational assistance services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide call center organizational assistance services work to date has included comprehensive job/task analysis of call center work and the development of new training modules to reflect the cross functional operation of the merged center, also underway is the redesign of the call center agent job, new management structure has also been defined, with a realignment of positions to better support call center technology needs and employee development, also underway is the development of a comprehensive operational dashboard that will allow management to measure and strengthen call-center performance and while the primary focus is on improving customer service, better call management and fully cross-trained employees, are expected to yield a higher first call resolution rate and allow for more efficient staffing of the call centers.
- Organizational Restructuring: the creation of a single-call center location that will increase customer service and first-call resolution under a streamlined management structure that devotes more specialized resources to training, technology and quality assurance, a smooth transition will rely on an implementation plan that carefully aligns staff, schedules, customer service and technology, assistance with the identification of technology upgrades for the call center to support the changes described above and to improve customer service.
- Hours of operation for the department will be complementary to programming hours, days, evening and weekends, as required.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location

Expiry Date : Friday, 14 June, 2019

Category : Call Center and Answering, Staffing Services

Country : USA

State : Pennsylvania

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