CC-1515 - USA (Florida) - Inbound and Outbound Call Center and Technical Support Services - Deadline October 23,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1515

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

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound call center and technical support services to support Monday through Friday between the hours of 7:00 AM EST and 9:00 PM EST and between the hours of 9:00 AM EST and 5:00 PM EST Saturday-Sunday.
- Approximately call volume is at 4,000 outbound calls and 20,000-50,000 inbound calls per month switch an average handle time of six minutes and thirty seconds.
-¬ Inbound Operations Peak times are January, May, June and August, Low volume times are December, March and April.
- Outbound operations reach out to students and parents on an as needed basis to respond and resolve student concerns.
- Live Chat: schools offer a cloud-based live chat to our students/parents via our website. Live Chat
represents approximately 22% of our phone contacts.
- Ticket Submission: schools logs tickets for every customer interaction into a separate web-based system with restricted access. Tickets are routed to FLVS personnel or resolved at the point of contact on a first call resolution system. Agents are assigned individual credentials for system access.
- Live Chat inquiries from students/parents between 8:00 AM EST and 6:00 PM EST Monday through Friday.
(2) A pre-submittal conference will be held on October 9, 2019.
(3) All question must be submitted no later than October 14, 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 : Wednesday, 23 October, 2019

Pre-proposal Conference Date : Wednesday, 9 October, 2019

Question Answer Deadline : Monday, 14 October, 2019

Category : Call Center and Answering

Country : USA

State : Florida

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