CC-1945 - USA (Virginia) - Customer Service Operational Assessment - Deadline May 11,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1945

Government Authority located in Virginia; USA based organization looking for expert vendor for customer service operational assessment.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide customer service operational assessment master plan.
- Customer Contact Center responds to customer requests for service, including opening, closing, and modifying customer accounts as well as to customer questions related to services, billing, payment plans, water quality, water pressure, plumbing, and other related concerns. The Call Center handled more than 178,000 calls in 2019 along with 1,400 walk-ins, 17,835 emails and almost 10,600 online requests.
- Support to Customer Service operations and associated business processes through high level knowledge resources, training, quality control monitoring, procedural documentation, and intranet site content.
- Self-service Customer Portal is a web-based platform that provides customers with a convenient single access point to obtain account information and conduct account transactions (such as making payments and sending online messages) regardless of time or user location. The Portal is available 24/7, 365 days a year on a desktop or mobile device via FWCustomer.org or the mobile app. More than 30% of FW customers are using the platform. Front line, support, and management personnel utilize the Admin Portal to provide additional assistance to customers with questions ranging from forgotten usernames, registered email addresses and passwords, and other bill and payment concerns.
(2) All question must be submitted no later than April 22, 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.

[E] Proposal Submission:

Response should be submitted physically (courier or post).

Expiry Date : Tuesday, 11 May, 2021

Category : Call Center and Answering, Uncategorized

Country : USA

State : Virginia

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