CC-1698 - USA (Missouri) - Utility Call Center Support Services - Deadline May 19,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1698

Government Authority located in Missouri; USA based organization looking for expert vendor for utility call center support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide utility call center support services.
- Currently the city is seeking assistance with responding to customer service calls, either after regular business hours and/or rollover calls during business hours
• Assist with managing calls, which may include some or all the following:
- Receive and respond to all after hours calls for utility customers
- Provide callers with the following options: connect to interactive voice response system with the ability for callers to leave a message, receive a call back without losing their place in line
- Receive and respond to outage or emergency calls and dispatch utility staff as appropriate
- Return calls to customers as needed and to ensure service after restoration
- Ensure that other requests that cannot be managed by the awarded vendor staff are escalated to the member utility staff as appropriate
- Provide staff who have sufficient training and experience with electric utility customer service operations, speak clear and fluent English
- Provide support for calls received from the hearing impaired
- Provide a sample customer bill demonstrating what your billing structure is along with real average talk time per call.

[C] Eligibility:

Onshore (USA Organizations Only)

[D] Work Performance:

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

Expiry Date : Tuesday, 19 May, 2020

Category : Call Center and Answering

Country : USA

State : Missouri

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