CC-1903 - USA (Hawaii) - Outbound One Call Center Services - Deadline April 12,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1903

Government Authority located in Hawaii; USA based organization looking for expert vendor for outbound one call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide outbound one call center services
- The primary services provided by the Provider shall be the operation of the Center which will be a statewide notification center,
- System personnel shall be the responsibility of the Provider and be assigned as necessary to accomplish the performance requirements,
- provide for telephone, computer, and facsimile access to the Center during the time periods the Center is not staffed. In particular, the Successful Offeror shall provide excavators access and the ability to submit information concerning a planned excavation via telephone message, facsimile, or computer e-tickets at any time the Center is not staffed, and will provide for confirmation
of receipt of excavator submissions on the next Working day,
- An after-hours telephone message for the Center should provide callers (excavators) information on where to obtain operators' contact information for emergency notifications,
- Average Speed to Answer: Process - The Center shall have the capability of identifying, on the average, how long a caller has to wait before their call is answered, Average Speed to Answer should be captured on a half-hour basis and accumulated for the day. Any half-hour period with zero calls shall be excluded from the daily average,
- Service Level - Calls should be answered within 30 seconds or less,
- Abandoned Calls: The Center shall identify the number of calls abandoned after waiting for over 30 seconds and how long callers waited for an answer before hanging up
- An objective service level shall be set based on percentage of calls that are abandoned. An abandonment rate of less than 5% by callers that waited in excess of 30 seconds should be the objective,
- Customer Satisfaction: - Annual customer satisfaction surveys shall be conducted through varied media,
- On each Working day that the Center transmits at least one notification of proposed excavation to a facility operator, the Center shall forward to those operators a log indicating the time each notification was transmitted and the name of the proposed excavator,
- The Center should establish the following minimum criteria for quality of locate request delivery:
- Average emergency ticket transmission time (<15 minutes).
- Average short-notice ticket transmission time (<30 minutes).
- Average regular/routine ticket transmission time (<30 minutes).
- The ticket information should be transmitted in an electronic data format that allows the receiving equipment to separate/extract the data
- Create, maintain, and continually update an information database of areas containing underground facilities. The Provider shall ensure that the database is maintained in an electronic format with import and export capabilities to standard mapping and database formats, is able to interface between the facility operator's GIS files and the facility operator's portion of the System's database, and is able to access ticket and excavator data,
- The Provider shall actively identify excavators operating within the service area of the Center in order to: 1) carry out the educational programs of the System; and 2) identify excavators who fail to use the System as designed,
- Using Electronic media:
- Emergency - queued for immediate transmission, but not more than 15 minutes.
- Regular/Routine and Short-Notice - within 30 minutes on Working days, or next business day in case of non-Working day, or after- hours receipt,
- Using Manual (direct phone-ups and manual facsimile): Emergency - within 15 minutes,
- Processing Calls from Excavators: The Provider shall accurately establish the location of the proposed excavation in the mapping system and then verify that location with the excavator,
- The alternate call center site operation will function identically to the primary Center site.
- The alternate call center site shall have complete electronic access to the primary Center's mapping system, facility operator, and excavator databases, or have duplicate, redundant
back-up mapping system and databases.
(2) All the questions must be submitted no later than March 17, 2021.
(3) One Call Center has experienced the following call volume:
- 2018: 16410,
- 2019: 17525,
- 2020: 16989.

[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 : Monday, 12 April, 2021

Question Answer Deadline : Wednesday, 17 March, 2021

Category : Call Center and Answering

Country : USA

State : Hawaii

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