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CC-2001 - USA (California) - Customer Collections Service, Chat Service and Call Center Services - Deadline June 17,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2001

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

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide customer collections service, 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 county library
- County library will forward appropriate customer-based phone calls to the contractor and embed necessary software onto the county library website in order for customers to direct live-chat messages to the contractor
- Service hours are: Monday through Friday 09:00 a.m. PST through 09:00 p.m. PST
▪ Saturday 09:00 a.m. PST through 06:00 p.m. PST
▪ Sunday 11:00 a.m. PST through 06:00 p.m. PST
▪ Service hours subject to change due to the business needs
- 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 to five minutes.

[C] Eligibility:

Onshore (USA Organizations Only)

[D] Work Performance:

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

Expiry Date : Thursday, 17 June, 2021

Category : Call Center and Answering

Country : USA

State : California

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