CC-1791 - USA (Illinois) - Online Program Contact Center Services - Deadline October 21,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1791

Government Authority located in Illinois; USA based organization looking for expert vendor for online program contact center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide experienced and qualified vendors to provide online program contact center services for the office of online and educational outreach.
• Detail specific communication methods/channels used such as telephone, text message, chat, or other capabilities;
• Provide standard timelines on lead response, verification, and follow up services including detailed descriptions of the average time for each service;
• Ability to offer great customer service;
• On demand reporting/dashboard on call volume, duration of calls, drop rate, wait time, agents available, as well as recorded calls for review and training;
• Dedicated points of contact designated for troubleshooting and problem resolution;
• Ability to access and operate Banner Information Systems and to integrate with Hobson’s Connect, Radius and other CRM systems;
• Provide staffing to cover extra volume during peak time (especially August);
• An 800-number available for inquiries and forwarding calls;
• Infrastructure to handle multiple calls at once;
• Client portal for escalation tracking/ticketing system for calls where an agent is unable to answer caller’s questions;
• Describe the organization’s use of auto-dialer software, including average lag-time in connecting the call center employee and the lead;
• Describe the organization’s process for handling deferred leads (i.e. leads that request additional time to consider their admission application or for a call-back in the future);
• Describe the organization’s ability to allow the University full autonomy over the conversation guide/standardized scripts utilized for customer service support and training;
• Describe the vendor’s ability and scope to assist prospective students needing basic financial aid information;
• The successful responder will describe their organization’s processes and capability for official transcript collection on behalf of leads; and
• Describe the hours of operation for the call center.
(2) All the questions must be submitted no later than October 8, 2020

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

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

Expiry Date : Wednesday, 21 October, 2020

Question Answer Deadline : Thursday, 8 October, 2020

Category : Call Center and Answering, Software, System and Application, Staffing Services

Country : USA

State : Illinois

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