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CC-1969 - USA (California) - Customer Collections Services, Chat Service and Call Center Services - Deadline June 10,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1969

Government Authority located in California; USA based organization looking for expert vendor for customer collections services, chat service and call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide customer collections services, chat service and call center services that
offers a business model that supports quality customer service and is compatible with our business model, including knowledge management, professional communication, material recovery, an ability for immediate changes/updates, clear escalation policies, data analytics, metrics and extended hours of support and is secure.
- The Contractor shall answer incoming customer inquiries and carry out pre-collection and collection duties on behalf of SDCL. SDCL will forward appropriate customer-based phone calls to the Contractor and embed necessary software onto the SDCL website in order for customers to direct live-chat messages to the Contractor.
- Average time to answer incoming SDCL customer phone calls and online chats will be twenty (20) seconds or less during the service hours.
- The Contractor will possess and utilize the necessary tools to identify phone calls and online chats originating from SDCL so that the interaction is treated specifically for SDCL and according to SDCL’s procedures
- Contractor will provide appropriate staffing levels to answer incoming phone calls and live-chats within the service hours.
- Call and chat time may vary.
- Multiple customer queries may take place within a call or chat.
- An estimated average call/chat time is approximately three (3) to five (5) minutes
- For more information describe in document.

[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, 10 June, 2021

Category : Call Center and Answering

Country : USA

State : California

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