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CC-1686 - USA (Ohio) - Call Center Support Service - Deadline April 30,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1686

Government Authority located in Ohio; USA based organization looking for expert vendor for call center support service.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide train and manage on an ongoing basis a team of call center agents.
- Current call center hours are M-­‐F, 7 AM – 7 PM, Saturday 9AM – 5 PM and Sunday 9 AM – 1 PM with potential to expand, reduce or alter hours at the discretion of agency needs.
- Call center agents must support callers in English and Spanish.
- In support of the call center agents, the selected vendor shall employ an operations manager, supervisors, a trainer, and quality assurance manager to ensure the services are delivered accurately and timely.
- Recruit and equip a team of experienced call center agents.
- call center support to manage    the unprecedented numbers of unemployed Ohioans seeking unemployment benefits.
- Maintain records and provide online access to reports from various software systems reflecting accessibility, quality, productivity, staffing, and other important business performance indicators,
Including those additional reports and metrics, which may be requested by agency.
- Provide call center services remotely, and no services will be performed, or data stored, offshore.
(2) All the questions must be submitted no later than April 30, 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 premises.

Expiry Date : Thursday, 30 April, 2020

Question Answer Deadline : Thursday, 30 April, 2020

Category : Call Center and Answering, Staffing Services

Country : USA

State : Ohio

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