CC-1605 - USA (Maryland) - Inbound Contact Center Operations Services - Deadline February 5,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1605

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

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 360 bilingual inbound contact center operations services including facilities, personnel, and management in support of customer inquiries,
- accurate, timely, relevant, understandable, and easily accessible information to help individuals evaluate health plan options, select and enroll in plans, and make informed decisions on their health care needs
- respond to inquiries using a variety of communication methods, including telephone; written letters and fax, and web chat
- Identify geographical locations, and lease facilities that provide cost effective solutions and opportunities for emerging markets,
- Facilitate business, technical, and workforce operations related discussions to help craft an overall strategy for improving the customer experience,
- Supply customer service agents and operating standards, to include supporting open enrolment seasons where the contact center supports significant spikes in inbound calls,
- Provide strategic workforce planning to include a plan to overcome absenteeism, improve attrition rate, and flexible agent scheduling,
- Provide efficient operations and work assignments to maximize the use of staff for all inbound call volume periods,
- Use technology and other innovative tools and techniques that contribute to a successful workforce, timely communication, and overall effective and efficient operations of a large-scale call center,
- Provide on-site desktop support including usage, information telecommunication systems, voice, data, hardware and software support meant to streamline and alleviate issues that impact technology, downtime, outages, etc,
- Provide a training delivery plan; all training shall be coordinated with the CCO contractor’s workforce management team to minimize disruption to contact center operations
- Implement, measure and follow processes and best practices for quality call monitoring to ensure the quality, accuracy, consistency, timeliness, and confidentiality of oral telephone and web-based sessions,
- Implement, measure and follow processes and best practices for quality monitoring of written document (including translation services) to ensure the quality, accuracy, consistency, timeliness, and confidentiality of written documents.
(2) This bid is set aside for small business.

[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 : Wednesday, 5 February, 2020

Category : Call Center and Answering

Country : USA

State : Maryland

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