CC-1452 - USA (Utah) - Inbound and Outbound Call Center Services - Deadline August 7,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1452

Government Authority located in Utah; USA based organization looking for expert vendor for inbound and outbound call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide call center to provide both inbound and outbound call services to assist in ongoing fundraising efforts for the station.
- Call center to assist in taking donor pledges during our on-air fundraising campaigns, three-times a year. For outbound services, we seek a call center to contact existing monthly donors in an effort to recapture out-of-date payment information on existing pledges.
1. Inbound call services:
- Ability to receive inbound calls from donor for fundraising purposes, via a call forwarding function.
- Provide professional live call representatives who answer on behalf of agency, and provide excellent customer service.
- Using a dedicated webpage provided by agency, place donations at the donor’s request to support agency’s fundraising efforts.
- Provide caller feedback to agency through the appropriate channels (donation page or direct email, or other mutually determined mechanism)
- Provide daily, weekly and end of campaign reports, including call volumes, estimated revenue and cost.
- Provide an overflow voicemail service if a high-call volume is not able to be met by the live reps. Offer follow up and recapture calls to those who left a message with the intention to donate.
- Able to handle call volumes from 6 am to 8 pm (Mountain Standard Time), Monday to Sunday. Specific days and times will be provided once campaigns are confirmed. Campaigns lengths can vary from three to seven days, three times a year.
- Follow all best practices in regards to PCI Compliance, and handling of sensitive data.
- Provide a direct contact or company representative to work with agency to meet our campaign needs, as well as provide appropriate training and guidance for the live reps, phone line testing and as needed customer service.
- Ability to transfer to a voicemail accessible to agency to record a “message” from donors at the end of the donation.
- Vendor must have the ability to provide call monitoring by agency if requested and the ability to provide a PCI and NACHA compliant recordings of all calls.
2. Outbound call services:
- Provide agency with live call reps to recapture donor data, or to offer thank you calls.
- Must provide PCI compliant system to capture and securely store data and transfer to agency.
- Provide a direct contact and company representative to consult and facilitate appropriate call scripts.
- Must comply with and meet best practices in regards to PCI compliance, and the handling of sensitive donor data.
- Vendor must have the ability to provide call monitoring by agency requested and the ability to provide a PCI and NACHA compliant recordings of all calls
- Ability to call Utah-based donors between 3 to 8 pm, M to F, and Saturdays from 9a to 3p, mountain standard time. Calls will be on-going, at least for one-week, per month.
- Provide daily, weekly and monthly progress reports.
- Provide feedback from donors to the station, either through pledge page, email or other mutually determined means.
- Agency will provide all donor contact information. Please list file formats and systems to securely receive and return data.
(2) All questions must be submitted no later than July 31, 2019.
(3) Contract term will be four years.

[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 : Wednesday, 7 August, 2019

Question Answer Deadline : Wednesday, 31 July, 2019

Category : Call Center and Answering

Country : USA

State : Utah

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