CC-1531 - USA (Illinois) - Staff for Project-Specific Call Line Services - Deadline November 13,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1531

Government authority located in Illinois, USA; based organization looking for expert vendor for staff for project-specific call line services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 staff for project-specific call line services include staffing and monitoring a provided toll-free number for the public to call with concerns or questions.
- Staffed Call Line hours:
      1. Weekdays 8:00 AM -7:00 PM.
      2. Saturdays 8:00 AM to 1:00 PM.
      3. No staffing on Sunday and U.S. Federal Holidays.
- Recorded answering service hours:
      - When Call Line is not staffed (paragraph 4.1.6 a.), hours to provide for 24 hours per day, 7 days per week, and 365 days per year including U.S. Federal Holidays.
- Live over-the-phone language interpretation hours:
       1. Weekdays 8:00 AM -7:00 PM.
       2. Saturdays 8:00 AM to 1:00 PM.
       3. No staffing on Sundays and U.S. Federal Holidays.
- Call Line services including call intake, routing calls and messages as directed by CTA, routing and coordinating calls and messages for translation by other CTA Contractor(s), and responding to basic and frequently asked questions.
- maintain daily call logs to document calls
- full and/or part time customer agents to answer calls during established business hours on weekdays and weekends and after-hours via a recorded answering service to respond to after-hours concerns
- During Call Line hours, the Contractor will refer calls requiring language translation
- Outside of Staffed Call Line hours, the Contractor will establish and provide a recorded answering service for calls and messages requiring language translation
- Call Line staff must have excellent verbal and written communication skills and excellent interpersonal skills to effectively communicate with customers.
(2) Approximately call volume will be 15 to 35 calls each month.
(3) A pre-bid meeting will be held on October 23, 2019.
(4) All questions must be submitted in writing no later than October 30, 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, 13 November, 2019

Pre-proposal Conference Date : Wednesday, 23 October, 2019

Question Answer Deadline : Wednesday, 30 October, 2019

Category : Call Center and Answering, Staffing Services

Country : USA

State : Illinois

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