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CC-1805 - USA (Florida) - Inbound and Outbound Call Center Solutions and Services - Deadline November 17,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1805

Government authority located in Florida, USA; based organization looking for expert vendor for inbound and outbound call center solutions and services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound call center solutions and services including 24/7 call center services and expanded 24/7 customer service solution and Receive and respond to all after-hours utility related calls, 5:00 p.m. to 8:00 a.m. Monday through Friday and full days on weekend and holidays.
- The functions that are required, include are not limited to hosting multi-level auto attendant menu, dispatching of field personnel, restoration of service out bound calls, verification of after-hours payment and creation of work orders to reconnect service,
- Power Outage calls Non-Storm – 90% of calls answered within 60 seconds, Storm – 70% of calls answered within 60 seconds (except for major events such as hurricanes).
- Vendor shall design and set up of customer and electric system equipment tables to allow for sorting of orders by field equipment/circuits and to allow for standard power outage reliability reporting metrics such as length of outage, reason for outage and number of customers affected.
- Receive and address all incoming and outbound calls for routine and emergency services.
- Respond to and address all billing-related requests and inquiries such as Billing and Payment inquiries, Billing disputes, Payment Arrangements, Utility consumption and meter reads
- Provide information and guidance on a variety of processes and topics. E.g. billing rates, utility applications, payment options, sewer credit request forms, how to register utility accounts online, etc.
(2) A non-mandatory pre-proposal meeting will be held on October 27, 2020.
(3) All questions must be submitted no later than November 10, 2020.
(4) Contract term will be three years.  

[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 : Tuesday, 17 November, 2020

Pre-proposal Conference Date : Tuesday, 27 October, 2020

Question Answer Deadline : Tuesday, 10 November, 2020

Category : Call Center and Answering

Country : USA

State : Florida

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