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CC-1440 - USA (Maryland) - RFI for Call Canter Support Services - Deadline July 2,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1440

Government Authority located in Maryland; USA based organization looking for expert vendors for call canter support services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound call canter support services to accept calls shall be 7 AM to 5:30 PM Eastern Time.
- Work Volume will be 4,500 Calls per month, averaging about 10 minutes per call.
- Vendor shall provide tiered support for the OSDBU Small Business Customer Service Centre operation to include oversight, staff, training, work space, equipment, supplies, software, automated response, and call distributor solutions, including all computers, phones, and telephone related lines and cables.
- Vendor has to provide work to be performed at the Contractors site. However, it is required that all program management support be provided at the Government site Washington DC.
Anticipated Task Areas:
- Program/Project Management of a call center.
- Training of contractor call center staff.
- Updating standard operating procedures for a call center.
- Overseeing the utilization of approved communication scripts and knowledge base repository query results to address incoming calls.
- Tracking and reporting key call center indicators.
- Briefing Government personnel on the status of the call center program.
- Maintaining a tiered communication system.
- Ensuring adequate call center capacity during times of call surge.
(2) The contract term will be for one year.

[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 : Tuesday, 2 July, 2019

Category : Call Center and Answering

Country : USA

State : Maryland

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