CC-1798 - USA (Virginia) - Call Center Outreach and Support Services - Deadline November 5,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1798

Government Authority located in Virginia; USA based organization looking for expert vendor for call center outreach and support services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide call center outreach and support services that provides assistance services for wounded, ill, and injured (WII) Marines.
- Support and assistance include, but is not limited to, case management and coordination with adjacent government agencies (e.g., Department of the Navy, Veteran’s Administration, Medical Boards, etc.);
- Wounded Warrior Regiment provides leadership and enables non-medical care to combat and non-combat Wounded, Ill, and Injured (WII) Marines, Sailors attached to Marine units, and their family members in order to maximize their recovery as they return to duty or transition to civilian life.
- The WWCC provides these wide range of services via phone calls, emails, text messages, and social media.
- The objective of this Performance Work Statement (PWS) is to provide the supported population - active duty, separated, retired, veteran - of approximately 35,000 WII Marines, Sailors attached to Marine Corps units, and their family members a centralized outreach and resource call center to assist with the recovery process and transition to veteran status through successful execution of the PWS Tasks. The supported population is subject to change, and may increase during times of war or crises, such as national emergencies.
- Customer Care Representative
Customer Care Representatives (CCRs), considered the first contact for inbound calls, answer all incoming calls, conduct outreach calls, monitor social media, conduct interviews with Marines and/or family members, as well as conduct an assessment of the individual’s support needs. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with the individual’s needs. The CCR will serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs. Equally important, the CCR shall fully capture the essence of the WII Marines’ concerns/issues and properly document the information in MCWIITS. WWCC CCRs will typically work in shifts supporting 24-hour operations with manning dictated by anticipated incoming call volume and availability of target population for outreach. Contact Center CCRs will typically work an 8-hour shift.
- Quantico Call Center Support: - The Contractor will acquire and maintain suitable facilities and infrastructure, such as workspace, equipment (e.g. computers, printers, computer peripheral devices, etc.), supplies, software, commercial internet, furniture, phones, company-provided email address, and training, as well as program management and staff to support central execution of program requirements, supervisory functions, and interface with Government staff. All Information Technology, peripheral, systems, equipment, and associated support infrastructure shall be identified and maintained in a state of operational readiness throughout the period of performance. The Contractor will liaise with WWR IT/S-6 to ensure the staff can access the required Government-owned systems at all times with the exception of system outages. The Contractor will collaborate with Government IT staff to obtain outage information and perform Government-recommended solutions. All Contractor IT equipment and Information Assurance (IA) enabled devices must be maintained and configured in accordance with the Security Technical Implementation Guides (STIGS) or other Government provided documentation (see Section 19) to ensure continuous support and functionality for mandatory applications such as MCWIITS and the WWR SharePoint Site Collection.
- The Contractor will provide CCRs 24/7/365 to receive all incoming telephone calls, conduct outreach telephone calls, text messaging, social media support and e-mail communication, and overall monitoring and response to comments and inquiries.
- For more information describe in document.

[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 : Thursday, 5 November, 2020

Category : Call Center and Answering

Country : USA

State : Virginia

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