CC-1752 - USA (Mississippi) - Inbound and Outbound Telephone Contact Center Services - Deadline September 3,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1752

Government Authority located in Mississippi; USA based organization looking for expert vendor for inbound and outbound telephone contact center services.

[A] Budget: Looking For Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound telephone contact center services will assume temporary ownership of an already established nation-wide, toll-free dedicated number for exclusive use of Customer and Customer's constituents,
- Pay all associated charges for the toll free number under the terms of this contract,
- Assume the responsibility for Customer's "Student Financial Services Help-Line" and will receive calls regarding financial aid and bursar issues,
- Calls received from Customer's telephone lines and from the dedicated phone line will be answered between 8 am and 5 pm, Monday through Friday, excluding University administrative holidays,
- A dedicated staff assigned to handle all in-bound calls from current and prospective students and parents,
¬- provide its staff members with comprehensive training in high quality customer service and detailed instructions on the entire financial aid process (federal, state and institutional-specific), making sure they are knowledgeable of all the various types of assistance,
- To provide the information requested by the caller or Customer’s staff must take action, Vendor will refer the caller to Customer's financial aid office or bursar's office by logging the referral into the customer’s referral system, Typically 6 to 7% of all calls are referred back to Customer,
- provide daily and monthly reports with information on the number of calls answered during such period as requested by customer, which will include such data as abandoned rates, average seconds to answer calls, calls referred back to customer, average call handle time, average call wrap time, daily staffing levels and other pertinent information, etc.
(2) All questions must be submitted no later than August 24, 2020.

[C] Eligibility:

Onshore (USA 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 : Thursday, 3 September, 2020

Question Answer Deadline : Monday, 24 August, 2020

Category : Call Center and Answering

Country : USA

State : Mississippi

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