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CC-1533 - USA (Florida) - Inbound and Outbound Call Center Services for Paratransit Transportation - Deadline October 30,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1533

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

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound call center services for paratransit transportation during Monday through from Saturday 4:40 a.m. to 12:40 a.m. and on Sundays and Holidays from 6:45 a.m. to 10:15 p.m.
- holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
- Trip reservation operations shall be staffed seven days a week from 8:00 a.m. until 5:00 p.m.
- Call center services shall include: taking trip reservations, trip scheduling, system-wide dispatching, establishing and optimizing dedicated run structure (the set of run schedules), customer service (defined generally to include, but not limited to, providing clients with information about scheduled rides, relaying status of pick-ups, processing cancellations, handling complaints and eligibility inquiries) and other services
- County currently uses software (adept) for reservations, scheduling, dispatch and management of the paratransit transportation services, herein referred to as computerized trip management system
- Installations of the software needed in reservations, scheduling, dispatch and administration.
(2) Approximate call volume is 57197 call offered and 45201 calls answered in August 2019.
(3) An optional pre-bid conference will be held on October 24, 2019.
(4) All questions must be submitted no later than October 25, 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, 30 October, 2019

Pre-proposal Conference Date : Thursday, 24 October, 2019

Question Answer Deadline : Friday, 25 October, 2019

Category : Call Center and Answering, Software, System and Application, Transportation Services

Country : USA

State : Florida

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