Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1824

Government Authority located in North Carolina; USA based organization looking for inbound unemployment insurance call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound unemployment insurance call center services.
- Claimants are citizens who make claims for benefits due to unemployment. Claimants call the DES to file claims for unemployment benefits.,
- Employers call the call center to report unemployment information,
- DES agents who handle the calls when escalated by the vendor’s call center agents,
- Calls are transferred by the agents to the Professional translation service system for claimants, who communicate in languages other than English,
- The calls from the Vendor agents are escalated to the Vendor agents based on the relevant information communicated,
- The Internal IVR system maintained by that allows an automated system to interact with callers and helps route calls to relevant recipients, via voice commands or touch-tone key selection.
 - The front-end UI portal maintained by DES that also includes the monitoring of web chats from the claimants and employers.
(2) All questions must be submitted no later than December 14,2020.
(3) A contract term will be for one year.

[C] Eligibility:

Onshore (US Organizations 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 : Friday, 15 January, 2021

Question Answer Deadline : Monday, 14 December, 2020

Category : Call Center and Answering

Country : USA

State : North Carolina

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