CC-1484 - USA (Michigan) - Utility Call Center Support Services - Deadline September 25,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1484

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

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide utility call center support services to Receive and respond to any overflow calls during regular business hours (Typical utility hours are Monday thru Friday 7:00 AM – 3:30 PM EST excluding holidays), receive and respond to all afterhours calls for electric utility customers, account activation and shut off, document and process service orders, provide information and education about utility-specific programs, such as unique billing rates,
energy efficiency programs, ensure other requests which cannot be managed by the awarded vendor staff are escalated to the member utility staff as appropriate, utilize processes and procedures that are compliant with all legal, privacy and data retention requirements and have the ability to handle a minimum of 100 callers in que at any given time.
- Dispatching to include conversation while crews are in-route, after arrival on scene, during restoral efforts with timed safety checks while crews are dispatched by provider, final clearing from call.

[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, 25 September, 2019

Category : Call Center and Answering

Country : USA

State : Michigan

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