CC-1928 - USA (Alabama) - Pandemic EBT Call Center Customer Service - Deadline April 22,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1928

Government Authority located in Alabama; USA based organization looking for expert vendor for pandemic EBT call center customer service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 pandemic EBT call center customer service
- The P-EBT program is designed to provide SNAP benefits to students who are not attending school in-person as a result of the COVID-19 pandemic,
- The Customer Service Call Center will handle client questions related to Pandemic – Eligibility Benefits Transfer (P-EBT), Eligibility, Benefit Issuance, Address Changes, and other questions related to P-EBT program,
- The Customer Service Center will offer clients the ability to reach Customer Service Representatives (CSRs) Monday – Friday; 7:00 am – 6:00 pm CST with an Interactive Voice Response (IVR) which offers general information 24 hours a day, 7 days per week. Clients should be able to reach the Customer Service Center via a toll-free “1-800” number. The Customer Service Center must also offer the clients a “Chat” option,
- CSRs must monitor questions to help compile a Frequently Asked Questions (FAQs) list,
- The Vendor must provide a Customer Service Call Center which meets or exceeds the following service requirements:
- Service requirements regarding number of rings prior to answer and the average time on hold must be consistent with call center industry standards. The vendor must propose standards for client access to customer service including, but not limited to, number of rings and average time on hold,
- IVR must offer three language options: 1) English, 2) Spanish, 3) Other (which will direct caller to a CSR who will connect with an Interpreter service which can assist the caller regardless of the language,
- Teletypewriter (TTY) capability must be provided to clients with hearing disabilities,
- The Interactive Voice Response (IVR) and/or Customer Service Center must support the following functions:
- The Vendor must provide CSRs to resolve client issues,
- The caller’s identity must be confirmed prior to giving caller any household demographic information or requesting card cancellation/address update/card re-issue,
- Clients requesting benefit availability date must be given the date benefits will be issued based on the issuance schedule supplied by the State.
(2) All the questions must be submitted no later than April 8, 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 location.

Expiry Date : Thursday, 22 April, 2021

Question Answer Deadline : Thursday, 8 April, 2021

Category : Call Center and Answering

Country : USA

State : Alabama

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