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CC-1604 - USA (California) - Inbound Data Manager and Customer Contact Center Services - Deadline February 10,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1604

Government Authority located in California; USA based organization looking for expert vendor for inbound data manager and customer contact center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound data manager and customer contact center services to support customer enrolment, billing, and call center activities,
- Provide sufficient number of Data Manager Experts available to manage escalated calls between the hours of 8 AM and 5 PM PPT Monday through Friday excluding Contractor holidays,
- Provide professional Interactive Voice Response (IVR) recordings for customer call center,
- In the event outside services are required to translate prompts or scripts into languages specified, any charges incurred by Contractor as a result of these will be passed by Contractor at cost,
- Provide option for IVR self-service and track how many customers start and complete self-service options without live-agent assistance,
- Staff a call center during non-enrolment periods between the hours of 8 AM and 5 PM PPT Monday through Friday, excluding contractor holidays,
- Staff a call center during enrolment periods between the hours of 8 AM and 7 PM PPT Monday through Friday, excluding Contractor holidays,
- Provide sufficient number of Data Manager Experts available to manage escalated calls between the hours of 8 AM and 5 PM PPT Monday through Friday and Contractor holidays,
- Ensure that a minimum of 95% of all calls will be answered within 45 seconds,
- 100% of voicemail messages answered within one Business Day and provide report upon request that substantiates this requirement has been met,
- 100% of emails receive an immediate automated acknowledgement and provide report upon request that substantiates this requirement has been met,
- 95% of emails receive a customized response within one Business Day and provide report upon request that substantiates this requirement has been met,
- 100% of emails receive a customized response within three Business Days and provide report upon request that substantiates this requirement has been met,
- Achieve a no greater than 5% abandon rate for all calls,
- Provide callers with the estimated hold time, if applicable, an automated ‘call back’ option for callers who will be put on hold for an estimated five minutes or longer,
- Record all inbound calls and make recordings available to staff upon request,
- Track call center contact quality with criteria including: Use of appropriate greetings and other call center scripts, Courtesy and professionalism, capturing key customer data, Providing customers with correct and relevant information, First-contact resolution, Accuracy in data entry and call coding, Grammar and spelling in written communications (email and chat),
- Evaluate customer satisfaction through voluntary customer surveys that ask general questions about call quality, call resolution, and how satisfied the customer was with the service received
- Provide recurring statistics reports focused on Call Center activities in a timely and consistent manner as mutually agreed upon by Parties,
- Use commercially reasonable efforts to make Spanish speaking call center staff available to customers during Regular Business Hours,
- Provide translation services for inbound calls for the following languages: Spanish, Cantonese, Mandarin, Tagalog.
(2) All the questions must be submitted no later than January 28, 2020.
(3) Contract period will be three years.

[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 : Monday, 10 February, 2020

Question Answer Deadline : Tuesday, 28 January, 2020

Category : Call Center and Answering

Country : USA

State : California

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