CC-1719 - USA (Washington, DC.) - Call Center Support Services - Deadline June 9,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1719

Government Authority located in Washington, DC.; USA based organization looking for call center support services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide call center support services.
- Provide call center remote operations to augment and support the paid family leave and the summer youth employment program call centers,
- Average call time has yet to be determined for the PFL program. MBSYEP calls average 3 minutes,
- Shall provide phone support in all languages by utilizing the agency’s Language Translation Line as needed,
- Provide call recording and monitoring. full access to recordings shall be provided to department of employment services,
- Shall answer 95% of all calls within 15 minutes for both call types,
- Shall submit all escalation requests through the DOES ticketing system,
- Shall provide call performance reports on an hourly, daily, weekly, and real time frequency to include total calls received, total calls answered,
- shall conduct a minimum of 3 call monitoring sessions, per call taker, per week to assess the quality of the calls for each call type.

[C] Eligibility:

Onshore (US Organizations Only)

[D] Work Performance:

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

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Tuesday, 9 June, 2020

Category : Call Center and Answering

Country : USA

State : District of Columbia

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