CC-1738 - Canada (Nova Scotia) - Public Call Centre Services - Deadline August 11,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1738

Government Authority located in British Columbia; Canada based organization looking for expert vendor for public call centre services.

[A] Budget: Looking For Proposal

[B] Scope of Service:

(1) Vendor needs to provide public call centre services responsibilities during the next provincial general election. Proponents should have extensive experience and expertise in inbound response to public, preferably election-related, inquiries,
- The successful proponent will have a call support ticket system to record inquiries created via phone calls into a user friendly, multi-user, web-based customer support platform in order to insure escalated issues are tracked,
- Statistics required by ENS, will include but not be limited to:
- Call receiver, calls answered, call answered within the service level,
- Average speed of answer, average talk time, average call handle time,
- Estimated call volumes and daily projection models (see below) have been prepared based on past data (2009, 2013, and 2017 provincial general elections), and profiling the data against historical information available from other jurisdictions (provincial & federal election offices),
- Performance targets: Minimum of 90% answered <20 seconds,
- 7% answered >20 seconds (maximum queue wait time 2 min),
- Maximum of 3% calls abandoned and 0% busy,
- Answered calls - First Call Resolution and Escalation,
- Average Call Duration, etc.
- The successful proponent should also make provisions with telecom provider to make real time 1-800 routing change to redirect inbound calls to ENS’s headquarter field services call centre on a temporary basis, until the successful proponent’s call centre has been re-established and is fully operational,
- The successful proponent will provide the inventory of recordings required (IVR introduction, night service, holding queues, busy, etc.),
- ENS will script the appropriate messages in consultation with the Call Centre Manager,
- ENS will provide messaging production (recording), etc.
(2) All questions must be submitted no later than July 28, 2020.
(3) A contract term will be for three years.

[C] Eligibility:

Onshore (Canada 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, 11 August, 2020

Question Answer Deadline : Tuesday, 28 July, 2020

Category : Call Center and Answering

Country : Canada

State : Nova Scotia

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