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CC-1584 - USA (Texas) - Call Center Services - Deadline December 31,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1584

Government Authority located Texas; USA based organization looking for expert vendor for Call Center Services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide Call Center Services to handle incoming library calls on weekends and
nights.
• Able to respond to various types of calls, to include customer’s library card account information
• An average of 500 calls are handled monthly for nights and weekend hours.
• 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
• Holds time for customers should average no more than two minutes
• Ability to provide automated messages for closed hours and holidays
• Transparent monthly reporting
• Maintain a level of customer confidentiality and privacy based on library industry standards.
• Call handlers must have signed agreement to follow all confidentiality and privacy standards
• 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 : Tuesday, 31 December, 2019

Category : Call Center and Answering

Country : USA

State : Texas

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