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CC-1956 - USA (Virginia) - Contact Center Services for Enrollment Management - Deadline June 4,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1956

Government Authority located in Virginia; USA based organization looking for expert vendor for contact center services for enrollment management.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide contact center services for enrollment management.
- Ability to provide a telephone call within 1 minute of receipt of an inquiry or applicant with abandon rates under 2%
- Provide a telephone call within 1 minute of receipt of an inquiry or applicant with abandon rates under 2%
- Update and adhere to do-not-call (“DNC”) requests to ensure compliance
• Outbound call: awarded firm caller id to be college
▪ Awarded firm shall be assigned inquiries and applicants in salesforce
▪ The awarded firm staff shall follow college phone outline
▪ The awarded firm shall abide by all college compliance requirements, including telephone consumer protection act (TCPA)/DNC and outreach by time zones
▪ The awarded firm staff shall document all activities in salesforce
▪ The awarded firm staff shall create case in salesforce when warranted
▪ The awarded firm staff shall define a seamless warm transfer process to college colleagues resulting in less than 1% drop calls
▪ x% penetration of the defined outreach strategy (TBD)
▪ The awarded firm shall provide conversion from lead to application and conversion from application to new student to be equal to or greater than college conversion rate
▪ Inbound call: abandon rates less than 2%
▪ 80% of calls answered in 20 seconds or less
▪ Defined, seamless warm transfer process to college colleagues resulting in less than 1% drop calls;
▪ Conversion from lead to application and conversion from application to new student to be equal or greater than college staff.
(2) A mandatory preproposal conference will be held on May 17, 2021.

[C] Eligibility:

Onshore (USA Organizations Only)

[D] Work Performance:

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

Expiry Date : Friday, 4 June, 2021

Pre-proposal Conference Date : Monday, 17 May, 2021

Category : Call Center and Answering

Country : USA

State : Virginia

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