CC-1583 - USA (Missouri) - High Volume Answering Services - Deadline January 31,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1583

Government Authority located in Missouri; USA based organization looking for high volume answering services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide high volume after-hours answering services for customer inquiries and high volume calls for a utility outage or during a major disaster.
- The answering service shall be required to receive calls from 5:30 PM to 7:30 AM, Monday through Friday, 24-hour service on Saturdays, Sundays and all City holidays,
- The City can provide access to the web viewer interface for keying in information to the system.
- The contractor may also interface any of their software into the City’s systems. City IT will assist with this interface. Contractor shall include as a reference utility where this is currently successfully implemented.
- The contractor may propose an alternate method,
- Customer Service calls shall include both emergency and non-emergency calls.
- answering service that is staffed with call handlers that shall be courteous and professional. Staff must be located at the contractor’s work facility
- Non-Emergency calls are typically from customers with delinquent account balances who have had utility services disconnected as a result of non-payment
- The Utility Customer Services Division (UCS) provides billing and services for approximately 64,000 customers monthly. They offer full customer service from 8:00 AM to 5:00 PM and phone service from 8:00 AM to 5:30 PM Monday through Friday
- The Contact Center processes all other City customer inquiries during the hours of 7:30 AM to 5:00 PM.
- Core hours of operation are from 7:00AM to 3:30 PM but also have staff on call 24/7 to address emergency power outages, water main breaks and other utility safety concerns
- They offer full customer service from 8:00 AM to 5:00 PM and drive-up service from 7:30 AM to 5:30 PM Monday through.
(2) All question must be submitted no later than January 6, 2020.
(3) Contract period will be one year.

[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 : Friday, 31 January, 2020

Question Answer Deadline : Monday, 6 January, 2020

Category : Call Center and Answering

Country : USA

State : Missouri

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