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CC-1900 - USA (Colorado) - Administration and Maintenance of the Heat Help Call Center - Deadline April 12,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1900

Government Authority located in Colorado; USA based organization looking for expert vendor for administration and maintenance of the heat help call center.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide administration and maintenance of the heat help call center.
- HEAT-HELP operators answer about 150,000 to 250,000 calls each program year, with the bulk of those calls coming in November through January.
- During the 2019-2020 heating season, LEAP launched telephonic applications, enabling clients to call HEAT-HELP and apply over the phone with a voice-recorded signature. During this first year, over 5,600 applications for LEAP were taken over the phone. - Provide a fully operational toll-free phone number that is answered year-round, 24 hours a day, seven days a week (24/7).
- A live operator shall answer 90 percent of calls within 30 seconds, achieving a call abandonment rate of less than three percent.
- Operators must be available to assist English-speaking and Spanish speaking callers 24/7 and have interpretative services available as needed for other languages.
- English and Spanish-speaking operators must be available Monday through Friday, 8am – 6pm, excluding State and Federal holidays, from October 1st through April 30th, to accept telephonic LEAP applications and have interpretative services available as needed for other languages.
- Include a detailed description of capabilities and workflow, such as Interactive Voice Response (IVR), IVR scripts, the ability to create and provide IVR for callers, queues, and routing.
(2) All the questions must be submitted no later than March 19, 2021

[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 : Monday, 12 April, 2021

Question Answer Deadline : Friday, 19 March, 2021

Category : Call Center and Answering

Country : USA

State : Colorado

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