CC-1961 - USA (Illinois) - OCA Call Center - Deadline May 20,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1961

Government Authority located in Illinois; USA based organization looking for expert vendor for OCA call center.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide to secure a statewide call center to supplement in-person client intake services for the low-income home energy assistance program and community services block grant program.
- The vendor’s operators will navigate each caller through the pre-application form and/or provide responses to questions using the script, training materials, and procedures established by the vendor’s trainers and OCA staff.
- If the operator is unable to adequately answer the caller’s question or the caller is unsatisfied with operator’s assistance, the vendor will set up a procedure to transfer the caller to the appropriate vendor call center supervisor or other appropriate source.
- The vendor must handle referrals to the caller’s local CAA and provide status updates on pending applications. The vendor shall be ready to provide services to callers between the hours of 7:00 a.m. Central Time and 7:00 p.m. Central Time, Monday through Friday (excluding State holidays).
- The vendor will be flexible to accommodate requests to either adjust the hours or number of operators and operator supervisors based on current call volume and need.
- During off-peak periods where call volume is low, the vendor must be equipped to cross-train operators to perform related tasks such as placing outbound calls to applicants filling out pre-application forms online.
- Virtual queue and callback to allow callers to either remain on hold or to receive a same-day callback or another mutually agreed-upon turnaround time to be determined;
- Customer service survey option at the completion of call;
- FAQs, and performance measures reports
- No charge for duration of transferred calls after they’re patched through to the local CAA
- The vendor will maintain a detailed plan for handling multi-lingual calls; and
- Telecommunication Device for the Deaf for callers with hearing impediments.
- Any overflow calls during business hours and any calls received outside business hours must be able to be automatically routed through a separate Agency Intelligent Voice Recognition system to the caller’s local CAA.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

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

Expiry Date : Thursday, 20 May, 2021

Category : Call Center and Answering

Country : USA

State : Illinois

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