CC-1986 - USA (Indiana) - Tobacco Quitline Service - Deadline June 25,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1986

Government authority located in Indiana; USA, based organization looking for expert vendor for tobacco Quitline service.

[A] Budget: looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide tobacco Quitline service for the residents who need help quitting their use of tobacco products, at no charge to the resident.
- Ensure extensive technical expertise to connect health systems and/or electronic health record systems to the Quitline service
- line must be available to provide services to the hearing impaired
- Automatic call answering extensions may be used to channel callers to specific services or staff
- call center system to include continuous access to support 24 hours a day/7 day a week.  Call volume must be monitored during live-coverage and staffing should be adjusted to cover demand during periods of peak volume.  
- system must be able to handle multiple, simultaneous incoming and outgoing calls with English and Spanish capability
-90% of calls received during operating hours will receive a live response
- Less than 5% abandonment for calls waiting greater than 30 seconds following the initial client queue message
- First contact with referred clients will be attempted within the time frame specified on the form or within 48 hours of receipt
- tobacco users, the respondent will assess and document current tobacco use, level of dependency, and readiness to quit
- tobacco users (including e-cigarettes), recent quitters’ access to recorded voice and email motivational messages and quit tips, web-based cessation services, text messaging services and will maintain a 24-hour voice mail.
(2) Approximately call volume will be 180,000 calls.
(3) A pre-proposal conference will be held on May 28, 2021.
(4) All questions must be submitted no later than June 4, 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 : Friday, 25 June, 2021

Pre-proposal Conference Date : Friday, 28 May, 2021

Question Answer Deadline : Friday, 4 June, 2021

Category : Call Center and Answering

Country : USA

State : Indiana

Cost to Download This RFP Document : $ 9

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