CC-1504 - USA (New Mexico) - Call Center Services - Deadline October 7,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1504

Government authority located in New Mexico; USA based organization looking for expert vendor for call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide call center services.
- Total # of Calls Received= 15,000 calls
- Average # of Calls Received in a Month= 1,300 calls
- Average Talk Time= 3-5 minutes
- Total Average # of Minutes= 48,000 minutes
- Average # of Minutes by Month= 4,000 minutes
• 24/7 live call support by a team of dedicated teleworker customer service specialists located in
the company’s call center
• Caller-ID Forwarding that allows staff to see who is contacting them
• Receptionist calls including warm or cold transfers to City staff
• Software that can be integrated with other applications used by city staff or residents
• The ability to conduct work request processing, dispatch, and special request handling
• The ability to develop and document a knowledge base specific to the City of Chamblee
• A backup system that can provide the company with emergency technical support in the event
of a system malfunction
• Bilingual Services available for at least the following languages:
o Spanish
o Chinese (Mandarin and Cantonese)
o Vietnamese
• Inbound and Outbound calls recorded for quality assurance
• Customer Satisfaction Surveys
(2) All question must be submitted no later than September 20, 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 : Monday, 7 October, 2019

Question Answer Deadline : Friday, 20 September, 2019

Category : Call Center and Answering

Country : USA

State : New Mexico

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