CC-1579 - USA (Maryland) - Contact Center Services - Deadline December 18,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1579

Government Authority located in Maryland; USA based organization looking for expert vendor for contact center services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide contact center services that provide scientifically based, unbiased information to patients, their families and friends, physicians and other health professionals, and the general public about all aspects of cancer including: cancer research and clinical trials; cancer prevention; risk factors; symptoms; early detection; diagnosis; treatment; living with cancer; and
tobacco and cessation counseling and information.
- Telephone Service: 9:00 a.m. – 9:00 p.m. Eastern Time, Monday – Friday
- LiveHelp Service: 9:00 a.m. – 9:00 p.m. Eastern Time, Monday – Friday
• Contractor shall provide and manage a bilingual (English and Spanish) omni-channel contact center in support of the following scope of work:
- Cancer information along the cancer continuum;
- Clinical trials information, education, recruitment, and case management;
- Smoking cessation counseling and information;
- Information about NCI and its Divisions, Offices, and Centers (DOCs), programs, priorities, and activities.
• Additional Access Channels:
- LiveHelp, online chat service (reactive and proactive sessions)
- E-mail
- U.S. Postal Mail
- NCI enterprise social media accounts, Facebook, twitter, Instagram, cancer currents blog
- Automated interactive voice response and voicemail support during overnight hours, weekends, and government holidays. During overnight hours, weekends, and holidays, the NCI Contact Center shall post a recorded message that the center is closed.
• The message shall include:
- The operating hours of the contact center and a welcoming message asking callers to call back to the NCI contact center during normal business hours; and,
- The web address of the NCI website and NCI email and social media addresses.
- The contractor shall provide and manage a bilingual (English and Spanish) contact center.
• The contractor shall provide:
- Notify the COR and implement a remediation plan if the Contractor does not meet the following service levels (weekly averages) on telephones: 4% or less abandoned calls, 80% answered within 60 seconds, and average speed of answer is 30 seconds or less;
- Provide information in a professional manner, and ensure that clients’ questions are answered
accurately and completely in accordance with approved NCI materials;
- Develop and implement procedures for handling and escalation of inquiries within the contact center and to NCI staff as needed based on complexity of information, subject matter, or caller behaviour (for example, handling suicidal clients); and
- Participate, as needed, in promotional activities, including providing images, audio, etc. that depict NCI Contact Center activities.
(2) Approximate call volume was 73,969 offered calls (6,164 monthly average) in Jan. 1, 2018 to Dec. 31, 2018 for NCI contact center telephone volume.
- Approximately volume was offered chats1 41,010, offered chats2 8,308, offered chats3 49,318 offered calls in Jan. 1, 2018 to Dec. 31, 2018 of LiveHelp volume.
- Approximately volume was 1047 (monthly average 87) in Jan. 1, 2018 to Dec. 31, 2018 of NCI social media contacts.
(3) All the questions date had been due on November 29, 2019  

[C] Eligibility:

Onshore (USA Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office premises.

Expiry Date : Wednesday, 18 December, 2019

Question Answer Deadline : Friday, 29 November, 2019

Category : Call Center and Answering

Country : USA

State : Maryland

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