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CC-1518 - USA (Tennessee) - In-bound and Out Bound Guest Reservation Call Center Services - Deadline October 31,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1518

Government Authority Located in Tennessee; USA based organization looking for expert vendor for in-bound and out bound guest reservation call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide a single 24x7x365 toll free Guest Reservations call center to serve as a single point of presence for all lodging programs,
- Approximately call volume up to 35,000 calls will be for Navy Lodging and less than 10, 000 calls will be for Navy Getaways.
- To provide the opportunity for the incoming contractor team to work with the outgoing contractor team to ensure all elements of the program are turned over from outgoing to incoming contractor staff includes coordination and communication to acquire the necessary information, tools, processes, and access needed to provide continuity of current programs and objectives,
- Answer all in-bound calls within the first ring,
- Ensure queue time (before agent answers call) is less than 4 minutes,
- Interact with customers in a professional manner utilizing provided program scripts,
- Input accurate guest information in reservation systems,
- Implement queue time messages consisting of promos,
- Provide outbound Customer Care and Reservation Calls as required,
- Review quality assurance calls, 20% of overall monitored calls shall be reviewed for quality assurance,
- Utilize the Defense Lodging Central Reservation System in proficient manner by filling in all required fields and communicating to the guest/customer the details of a reservation/inquiry,
- Coordinate group reservations with the group coordinator at the property level and the group coordinator (guest) to complete reservation process, Reservations may consist of both on base and off base lodging accommodations,
- Ensure reservations service is maintained and kept within industry-standards for reservations,
- The types of calls to be handled by call center include:
- Individual Bookings,
- Group Bookings,
- Cancellations/Modifications,
- Conference Centers (Future Requirement),
- Commercial Lodging and
- Property/Hotel Information, etc.
(2) All questions must be submitted no later than October 11, 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 : Thursday, 31 October, 2019

Question Answer Deadline : Friday, 11 October, 2019

Category : Call Center and Answering

Country : USA

State : Tennessee

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