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CC-1705 - USA (Arizona) - Inbound and Outbound Customer Interaction Center Reconfiguration Services - Deadline June 22,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1705

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 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
-  The CSRs 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, reestablishing 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 include, but are not limited to:
- Sales tax filing for tax periods 12/31/2016 and prior,
- Business License application and renewal,
- Inactive, delinquent utility accounts and delinquent tax account for tax periods dated 12/31/2016 and prior,
- The Solid Waste inbound calls and emails include, but are not limited to:
- Residential Trash & Recycling Services,
- Container Repair Request,
- Bulk Trash Cleanup,
- Household Hazardous Waste,
- Commercial Solid Waste Services,
-  System can support 100 percent inbound and outbound call recording 24/365,
- Outbound Dialing: Describe the propose reconfiguration to handle multiple outbound dialing 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.
(3) A Pre-Proposal conference will be held on June 8, 2020.

[C] Eligibility:

Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Monday, 22 June, 2020

Pre-proposal Conference Date : Monday, 8 June, 2020

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

Country : USA

State : Arizona

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