CC-1992 - USA (Ohio) - Customer Call Center Partner Service - Deadline June 18,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1992

Government authority located in Ohio; USA, based organization looking for expert vendor for customer call center partner service.

[A] Budget: looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide customer call center partner service.
- Customer Service Desk hours are Monday – Friday, 7:00am to 5:00pm (excluding District holidays and calamity “all facilities closed” Days). Hours are consistent with school open times and administration hours of operation.
- customer service agents to handle calls from families, employees, and any person calling the customer service number
- Special assignments requiring overtime will be agreed up as needed. Under COVID-19 safety protocols, customer service agents have been flexible in working remotely and onsite as needed
- Transfer calls (warm transfer) to appropriate department
- Offer solutions to customer issues/inquiries to prevent a delay of resolution
- Establish and maintain a sound customer relationship between the district and its constituents.
- customer service call center with a capacity to answer up to 12,000 received calls per month
- bilingual staff (English and Spanish) to answer around 200 calls per month from Spanish speaking callers.
(2) Historic records of calls volume shows that the district can receive around 5,000 calls in a regular month, and that amount can reach 12,000 monthly calls in the peak months of July and August and January.
(3) A pre-proposal conference will be held on May 27, 2021.
(4) All questions must be submitted no later than May 28, 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, 18 June, 2021

Pre-proposal Conference Date : Thursday, 27 May, 2021

Question Answer Deadline : Friday, 28 May, 2021

Category : Call Center and Answering

Country : USA

State : Ohio

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