CC-1947 - USA (Texas) - Inbound and Outbound Customer Call Center Staffing and Management Operations Service - Deadline May 26,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1947

Government Authority located in Texas; USA based organization looking for expert vendor for inbound and outbound customer call center staffing and management operations service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound customer call center staffing and management operations service
-  help manage the daily call volumes for multiple departments and to answer the 311-phone line. Based on the call type received, the Customer Service Call Center staff will also create service requests for the various departments,
- to answer General Service phone calls relating to city services and programs,
- The City may also use the Customer Service Call Center to answer Police and Fire NonEmergency calls,
- Police and Fire “Non-Emergency calls are those that are not directed to the 911 number, but
which may still require response from Police or Fire units,
- The purpose of the Customer Service Center is to centralize the incoming calls into one agency location rather than having various numbers and locations,
- The centralized Customer Service Call Center allows for improved service to citizens and reduces the number of nonemergency calls to the 911 Communications Center
- The Contractor should have a multitude of clients that provide a broad diversity of customer service solutions,
- The Contractor shall provide staff to provide the following services for the different call types:
- Information Calls – this includes all calls when information is referred to and information is captured from the caller, but a service request is not made.
- Non-emergency police and fire calls - information from the caller will be retrieved and entered into the CAD system with the correct codes and then forwarded to the appropriate public safety communicator.
- Voicemail Calls – this includes all calls that are retrieved from the voicemail system by the Call Takers and recorded into the call system.
- Callback Calls – a callback occurs when the Call Taker cannot readily answer or provide the requested information while speaking with the customer; therefore, will arrange a callback at a later date and time with the caller.
- Data Entry – keying information received into the City of El Paso’s and 911 District’s database for all calls received into the call center.
- Provide data content and order input of calls, services and programs into the agency’s database,
- Contractor must be able to handle calls in at least two languages, English and Spanish. Calls requiring communication in other languages will be handled via an AT&T language line,
- Contractor will also input (non-live phone calls) names, addresses, etc, into the database from forms, emails or from voicemail (IVR), internet, or other sources
- Staffing shall consist of, at a minimum, the following labor categories: Call Center Manager/Trainer, Supervisor/Trainer, Customer Service Representatives,
(2) A Non-mandatory pre-proposal meeting will be held on May 5, 2021
(3) All the questions must be submitted no later than May 12, 2021
(4) Approximate call volume for General Service Total Average Monthly Calls are 25,100 (as of End CY2014), for Police Non-Emergency Total Average Monthly Calls 20,000 (End CY 2014) and Fire Non-Emergency Total Average Monthly Calls 1,200 (End CY 2014).

[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 : Wednesday, 26 May, 2021

Pre-proposal Conference Date : Wednesday, 5 May, 2021

Question Answer Deadline : Wednesday, 12 May, 2021

Category : Call Center and Answering, Staffing Services

Country : USA

State : Texas

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