CC-1677 - USA (Washington) - Regional Customer Call Center Services - Deadline June 3,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1677

Government Authority located in Washington; USA based organization looking for expert vendor for third regional customer call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide regional customer call center services. The purpose of this Scope of Work is to communicate the various services required, contract term, work activities, Operational and Technology service level objectives, system requirements (telecom, CRM, and IVR), and deliverables for solicitation of proposals for Metropolitan Area Transit Authority’s SmarTrip Regional Customer Service Center (RCSC).
- Key Objectives
WMATA’s primary objectives for the outcome of this sourcing initiative are to:
• Continue to provide excellent customer service to its customers
• Keep contact center delivery within the domestic United States
• Support WMATA’s M/WBE and Corporate Social Responsibility goals
• Identify a partner with deep experience in contact center services and processes, structured employee recruiting and retention processes, root cause analysis for performance management/improvement, and significant contact center technology expertise to partner with WMATA in building a contact center of excellence.
• Identify a partner who can and will leverage the experience and expertise within its corporate and/or global resources to collaborate with WMATA by bringing innovation and new approaches which will enable WMATA to enhance the customer experience and/or lower operating costs without damaging the customer relationship. WMATA expects its partner to tap into its full corporate resource knowledge pool rather than relying solely on site-based personnel to provide innovation and solutions.
(2) A pre-proposal meeting will be held via Skype on April 29, 2020.
(3) All questions must be submitted no later than April 30, 2020.
(4) Contract period will be for three years.
- For more information describe in documents.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Wednesday, 3 June, 2020

Pre-proposal Conference Date : Wednesday, 29 April, 2020

Question Answer Deadline : Thursday, 30 April, 2020

Category : Call Center and Answering

Country : USA

State : Washington

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