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CC-1557 - USA (Texas) - Inbound Circulation E-Mail Notification and Afterhours Call Center Services - Deadline December 12,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1557

Government Authority located in Texas; USA based organization looking for expert vendor for inbound circulation e-mail notification and afterhours call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide inbound circulation e-mail notification and afterhours call center services to handle incoming library calls on weekends and nights.
- Able to respond to various types of calls, to include being able to access the customer’s library card account, an average of 700 calls are handled monthly for nights and weekend hours, able to document and record calls for quality control, ability to answer various library related questions based on commonly available information on the library website, internet and library informational materials, call handling on weekday evenings from 6pm CST to 8pm CST, Call handling on weekends from 10am CST to 5pm CST on Saturday and 1pm CST to 5pm CST on Sundays, maintain a consistent level of trained staff to handle the expected amount of incoming calls, transparent monthly reporting, maintain a level of customer confidentiality and privacy based on industry standards, support team to deal with technical issues and training for library staff.
- Able to integrate various types of notifications from ILS include holds pick up notices, courtesy notices letting customer know their item is due soon, overdue notices, bill notices, welcome to new customer notices, notices should be e-mailed to customers each day, provide banner marketing space within the body of the e-mail, banners should be high resolution and 510 pixels in width, give us statistics on how well the promotions are performing to include total number of clicks and unique clicks for each advertisement, provide statistics on the number of bounced e-mails along with those e-mail addresses, user interface allowing for manipulation of banners without vendor intervention needed, support team to deal with technical issues, training for library staff.

[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, 12 December, 2019

Category : Call Center and Answering

Country : USA

State : Texas

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