CC-1524 - USA (Texas) - Call Center Service - Deadline November 5,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1524

Government authority located in Texas; USA based organization looking for expert vendor for call center service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide call center service to handle its outsourced volume requirements.
- There are two (2) tiers of call types that the Call Center Provider shall accept, as described below.
(A) Member inquiries regarding customer service topics including Address changes; Telephone number changes; Retirement account withdrawals; Reporting Member deaths; Beneficiary changes; Member account-specific technical support (e.g. password resets); Annual insurance enrollment events; Special call events; and Outbound call events.
(B) Member inquiries regarding insurance-related topics including Health; Optional insurance (e.g. dental, vision, life insurance); and Ongoing insurance enrollment changes.
- Current call volumes indicate that ERS receives an average of 19,408 calls in (A) per month and 5,788 calls in (B) per month.
- The Call Center Provider will maintain a high-quality Call Center that meets ERS’ requirements; efficiently resolves member issues and escalations; and supports members with service, enrollment, and eligibility issues.
- ERS provides a dedicated, toll-free number that serves as the front-line support for Members.
- The Call Center Provider’s staff, including, but not limited to, CSRs, Trainers, Quality Assurance Analysts, Supervisor(s), Account Manager, and the Operations Manager, shall operate on ERS’ cloud contact center software (currently NICE/inContact) during the Contract Term.
- The Call Center Provider may perform transactional services. Transactional services include processing certain transactions in the online benefits system, which are related to either personal data changes or benefits changes.
- The Call Center Provider shall evaluate a minimum of three (3) calls per CSR per week.
- The Quality Assurance Analyst and Trainer will be required to complete a minimum of eight (8) hours of telephone time per month.
- Customer Service Representatives. The CSRs will be fully trained to provide customer service, including: answering program and benefit questions; providing resolution of complaints, clarifications, and escalated issues; and any other requirements to be determined at ERS’ discretion.
- Account Management Team. The Call Center Provider shall establish and maintain throughout the Contract Term an Account Management Team that will work directly with ERS staff. The Account Management Team shall include an Account Manager, Operations Manager, Supervisor(s), Trainer, and Quality Assurance Analyst. Approval of the Account Management Team rests with ERS.
- The Call Center Provider should be prepared to attend an implementation kick-off meeting within five business days following Contract award including customer service, finance, account management, and technology.
- For more information you can download documents.
(2) All question must be submitted no later than October 22, 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, 5 November, 2019

Question Answer Deadline : Tuesday, 22 October, 2019

Category : Call Center and Answering, Staffing Services

Country : USA

State : Texas

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