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CC-1970 - USA (Vermont) - Incoming and Outgoing Call Center Services for Unemployment Insurance Claims Processing - Deadline May 27,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1970

Government Authority located in Montana; USA based organization looking for expert vendor for incoming and outgoing call center services for unemployment insurance claims processing.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide incoming and outgoing call center services for unemployment insurance claims processing
- A necessary telephony infrastructure to support the total number of Contractor agents on the line at any one time and the ability to add State staff.
- A project governance infrastructure including status reporting, operations reports, and other project artifacts needed to support activities
- Sufficient number of agents to meet the performance metrics
- Training activities to ensure agents are sufficiently prepared to support Tier 1 call resolution
- Licenses for all component parts of the operation (TTY, telephony, chat).
- Sufficient resources to interact with State to achieve the stated timeframes for operation(s).
- Contractor’s digital capabilities must include, at a minimum, virtual agent, webchat, and reporting capabilities. Call center must have the ability to allow State staff to provide escalation (Tier 2) and adjudications support using the Contractor’s call center solution,
- Tier 1 Support: Filing initial and weekly unemployment claims, reopening claims, claimant PIN resets, and data entry changes. Checking status of claims and payments, releasing waiting periods, changing tax withholding status, creating issues on claims, basic diagnosis of claim issues with a clear understanding of varying types of issues on claims, evaluate and explore monetary methods,
- Creating general fact-finding statements, correction of hours and earnings reported on a
weekly claim, clear understanding of overpayment amounts and root cause of overpayments, creating overpayment documentation, reviewing adjustments, creating wage investigations, and properly evaluating and determining correct claimant program eligibility,
- Claims Adjudication Support Services: Providing fact-finding services to the State in order to efficiently adjudicate UI claimant issues. State will provide a list of created issues to Contractor multiple times a week for underlying UI claims. Contractor must efficiently make contact with claimants and employers, as appropriate, to generate information necessary to adjudicate the issue,
- Contractor should expect to receive roughly 200–1,200 adjudication cases weekly, depending on the season
- Daily/Weekly/Monthly Reports:
- . Summaries of telephone activity, including information that shows the number of incoming and outgoing calls, average time to answer, and duration of calls during the period.
- Minimum, average, and maximum wait time and hold time.
- Minimum number of dropped or unanswered calls.
- Number of agents in the queue(s).
- Error rates on claimant resolution.
- Log of complaints received and corresponding actions to respond to each complaint
- Contractor shall be able to sufficiently respond to the following average daily call volumes, keeping in mind that mornings are typically the busiest time of the day and the average call time is 10 minutes: Monday – 5,500 calls, Tuesday – 3,200 calls, Wednesday – 2,600 calls, Thursday – 2,000 calls, Friday – 1,800 calls,
- The daily average wait time during call center hours must stay below 5 minutes. Maximum wait time shall not exceed 45 minutes on a given day. Wait time is measured as the time the individual waits to first interact with an agent and does not include the time it takes for callers to navigate through the IVR,
- The daily average hold time must stay below 5 minutes. Hold time refers to the total amount of time a caller is placed on hold after being connected to an agent.
- The weekly percentage of incoming calls answered during call center hours should not go below 90%.
(2) All the questions must be submitted no later than May 18, 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.

Expiry Date : Thursday, 27 May, 2021

Question Answer Deadline : Tuesday, 18 May, 2021

Category : Call Center and Answering

Country : USA

State : Vermont

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