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CC-1922 - USA (Georgia) - Inbound and Outbound Call Centre Services - Deadline April 21,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1922

Government Authority located in Georgia; USA based organization looking for expert vendor for inbound and outbound call centre services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound call centre services to potential and current fort valley state university students and parents or guardians through a call center focusing on financial aid, admissions, registrar, student accounts, and housing assignments.
- The call center service provider is expected to be able to provide experienced, qualified, and well‐trained staff and have the ability to quickly ramp up or down call center services based on the actual number of in‐bound inquiries received during University operating hours during specified peak times
- The Customer expects that service will be transparent to callers
- The Customer expects that Vendor agents will confirm the caller’s identity by requesting their student ID number
- In instances where an issue cannot be resolved, Vendor agents are expected to thoroughly and accurately record the caller’s inquiry and initiate the agreed upon escalation process
- Total number of calls
- Service level
- Abandonment rate
- First call resolution rate
- Call duration
- Call wrap up time
(2) All question must be submitted no later than April 7, 2021.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office premises.

Expiry Date : Wednesday, 21 April, 2021

Question Answer Deadline : Wednesday, 7 April, 2021

Category : Call Center and Answering

Country : USA

State : Georgia

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