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CC-1638 - USA (Arizona) - Inbound and Outbound Customer Interaction Center Reconfiguration Services - Deadline March 23,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1638

Government Authority located in Arizona; USA based organization looking for expert vendor for inbound and outbound customer interaction center reconfiguration services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide to inbound and outbound customer interaction center reconfiguration services for contact center management and communication solution,
- The contact center operates from 7am to 6pm with an hour for lunch from 12pm to 1pm, Mondays through Thursdays,
- Handles inbound calls and email correspondence relating to Utility Billing, Sales Tax,
business license, solid waste and other miscellaneous items for various departments throughout the city,
- The Utility billing calls and emails include, but are not limited to:
- Establishing, re-establishing or closing utility accounts,
- Responding to inquiries about bill amounts, usage and due dates,
- Process payments and payment arrangements,
- Assist with customer portal access, password reset and electronic bill presentment,
- The Sales Tax, Business License and Collections inbound calls and emails,
- The Solid Waste inbound calls and emails,
- Outbound Dialling: propose reconfiguration to handle multiple outbound dialling campaign and
reporting on call status (success or fail) as well as monthly statistic per campaign.
(2) An approximate call volume will be an average of 7,100 calls per month with an average duration of four minutes and forty seconds.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Monday, 23 March, 2020

Category : Call Center and Answering, Software, System and Application

Country : USA

State : Arizona

RFP Expired

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