CC-1758 - USA (Washington, D.C) - Managed Help Desk Services - Deadline August 27,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1758

Government Authority located in Washington, D.C; USA based organization looking for expert vendor for managed help desk services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide managed help desk services for after-hours, weekends, and holidays contact center support services for nights – Monday to Friday for the hours of 6pm to 6am and weekends – Friday to Monday for the hours of 6pm to 6am.
- Contact center that shall perform the following duties that include: Maintain an ASA rate of 30 seconds or less for the duration of the contract, Maintain an abandonment rate of 5% or less for the duration of the contract, resolve 90% or more of all calls that can be resolved at the contact center for the duration of the contract, maintain an average wait time of 1 minute or less for the duration of the contract, Receive all calls from 6pm – 6am daily, Monday – Friday, receive all calls from 6pm Friday – 6am Monday, receive all calls for a minimum of 12 scheduled all-hands meetings for call center staff, dates will be predetermined with the contractor at the start of each fiscal year, contractor shall provide services for OCTO helps when where are low on staff during the day shift Monday – Friday 6am – 6pm.
- Contact Center receives over 150,000 calls per year, approximately with 25,000 calls for nights and weekends.
(2) All questions must be submitted no later than August 19, 2020.
(3) The term of contract will be one year.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Thursday, 27 August, 2020

Question Answer Deadline : Wednesday, 19 August, 2020

Category : Call Center and Answering

Country : USA

State : District of Columbia

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