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CC-1463 - USA (Florida) - Call Center Services - Deadline August 20,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1463

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

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide call center services include call answering, alarm monitoring and utility dispatching support services.
- Call Center support will address public request for assistance to all after hour calls, daytime overflow due to an event or emergency, and observed holidays
1. Call Center will provide callers with the following options:
- Connect to interactive voice response system with the ability for callers to leave a message.
- Receive a call back without losing their place in line
2. Call Center will provide staff who:
- Have are proficient in handling water, wastewater, public works, and electric utility customer service requests specific to structure.
- Speak clear and fluent English
- Call Center to document all incoming support requests within the work management software
- Call Center will return calls to customers as needed and to ensure service after restoration
- Call Center, through direction of the, to send large communications to large number of customers in advance of, during, and or after an emergency
- Call Center will provide regular updates to each utility department during a major event on the number of calls and other statistics are required for the utility to provide updates
- Call Center to effectively work with employed software such as tracked, city-works, customer information system, or outage management systems
(2) All question must be submitted no later than August 13, 2019.

[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, 20 August, 2019

Question Answer Deadline : Tuesday, 13 August, 2019

Category : Call Center and Answering

Country : USA

State : Florida

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