CC-1768 - USA (New York) - COVID‐19 Call Center and Phone Triage Database Support Services - Deadline September 18,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1768

Government authority located in New York, USA; based organization looking for expert vendor for COVID‐19 call center and phone triage database support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 COVID‐19 call center and phone triage database support services for call center calls received, but unresolved or that require subject matter expertise.
- selected Respondent will provide these services by responding to questions, referrals and service escalation
- automated voice message will greet callers and provide answers and other resources to address their questions, including but not limited to referrals to appropriate websites and phone numbers identified
- call volume will be approximately 2,400 calls per month.
- contacts to the COVID‐19 Hotline as expediently as possible (goal of within two minutes but not later than thirty minutes), with all calls received either answered immediately
- Trained Tele‐counselors to access and log calls into the phone triage database.
- Information and referral to COVID‐19 Hotline callers.
- Reporting on calls received in a format to be agreed to by both and the selected Respondent
- Rapid and thorough follow‐up on any complaints or concerns within the same business day.
(2) All questions must be submitted no later than September 3, 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 : Friday, 18 September, 2020

Question Answer Deadline : Thursday, 3 September, 2020

Category : Call Center and Answering

Country : USA

State : New York

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