CC-1799 - USA (Maryland) - Inbound and Outbound Contact Center Services - Deadline October 26,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1799

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

[A] Budget: Looking For Proposal

[B] Scope of Service:

(1) Vendor needs to provide contact center services for higher education enrolment management
- Provide a telephone call within 1 minute of receipt of an inquiry or applicant with abandon rates under 2%;
- Provide all services from their own location and use their own equipment.
- Initial Calls - The awarded firm shall provide high-level customer service acting as the initial contact for select inquiries and applicants. The awarded firm shall:
- Provide appropriate staffing levels to achieve metrics specified;
- Complete initial training and certification process; training to the awarded trainers who will then be responsible for training new staff;
- Provide ongoing training in accordance with training guidelines based on metrics and quality assurance;
- Provide quality assurance evaluations using live and recorded calls;
- Provide initial telephone outreach within 1 minute of inquiry or application receipt;
- Work with students through one-to-one text and email;
- Provide ongoing outreach per defined strategy,
- Hours of Operation - The hours of operation listed below should be based on the time zone of the student, which includes all time zones in the U.S.: Monday-Friday 9am-9pm o Saturday 9am-4pm o Sunday 9am-4pm,
- Outbound Call Specifications - Awarded firm shall be assigned inquiries and applicants in Salesforce,
- The awarded firm shall abide by all compliance requirements, including Telephone Consumer Protection Act (TCPA)/DNC and outreach by time zones,
- The awarded firm staff shall document all activities in Salesforce,
- The awarded firm staff shall create case in Salesforce when warranted,
- The awarded firm staff shall define a seamless warm transfer process to colleagues resulting in less than 1% drop calls,
- Inbound Calls - The awarded firm shall have the ability to answer calls coming back to inquiries assigned to them as well as other inbound calls during high volume times to receive rollover calls to partner, Abandon rates less than 2%, 80% of calls answered in 20 seconds or less,
- Defined, seamless warm transfer process to colleagues resulting in less than 1% drop calls,
- Reporting - The awarded firm shall deliver daily and/or real-time observation and telephony metrics reports including, but not limited to,,
- Observation/quality assurance data to include: Agent name, Calls observed,
- Call rating, Standard data on the call observed, call recording, Telephony metrics,
- Date/time of call, Abandon calls, Warm transferred calls, Drop calls, Call answer rate,
- Attempt rate, Contact rate, Average response time, Number of attempts per leads/applicants,
- Penetration rate of an outreach strategy, Length of call, average talk time, handle time and Average agent ready vs. not ready time, etc.
(2) All questions must be submitted no later than October 14, 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 : Monday, 26 October, 2020

Question Answer Deadline : Wednesday, 14 October, 2020

Category : Call Center and Answering

Country : USA

State : Maryland

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