CC-1662 - USA (New York) - Inbound and Outbound Call Center Overflow Services - Deadline May 15,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1662

Government Authority located in New York; USA based organization looking for expert vendor for inbound and outbound call center overflow services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound call center overflow services for maintain call center hours of operation identical to the Call Center hours of operation. Current call center hours are 8:30 to 5:00 from Monday through Friday, but may be adjusted if needed.
• Receive inquires and take messages from callers;
• Receive and respond to inquiries related to certain member account information;
• Provide a call tracking solution and use it to track all call encounters;
• Record all contact in an exportable format for review and call back to callers;
• Educate callers with accessing information on self-services capabilities available on the TRS website;
• Refer or transfer callers to the main TRS call center
• Perform outgoing calls as needed for special projects.
(2) Approximately call volume will be 405,219 Annual Inbound Calls.
(3) All questions must be submitted no later than April 17, 2020.

[C] Eligibility:

Onshore (US organization Only)

[D] Work Performance:

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

Expiry Date : Friday, 15 May, 2020

Question Answer Deadline : Friday, 17 April, 2020

Category : Call Center and Answering

Country : USA

State : New York

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