CC-2310 - USA (Tennessee) - Call Center and Customer Support Services - Deadline May 20,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2310

Government authority located in Tennessee, USA; based organization looking for expert vendor for call center and customer support services.

[A] Budget: looking For Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound call center and customer support services to gathering customer information and solving simple support requests.
- to receive, record, and respond to inbound calls seven (7) days per week, from 9:00 a.m.-6:30 p.m. Central Standard Time
- provides adequate documentation of all calls for the State’s designated ticketing and tracking system and complies with all call scripts and processes as developed through the mutual effort of both parties
- conduct outbound calls to individuals as appropriate, including but not limited to call backs to callers due to incomplete documentation or input errors, verification of previously provided information, calls returned to callers that were disconnected after intake, and problem resolution
- able to provide staffing for customer support, as needed. This shall include staffing for customer support tickets, chat, email, text messaging and data entry services
- Customer service, conflict resolution, crisis de-escalation, interpersonal and problemsolving skills, sensitivity awareness, cultural and linguistic awareness of the limited english proficiency population and disability populations.
- Maintain an average call handling time of ten (10) minutes no later than thirty (30) days after answering the first call. This total shall include talk time, hold time, and after call work time, divided by the number of calls answered/handled
- staff performance handling of inbound and outbound calls, including compliance with call center scripts for program appeal procedures.
(2) A pre-proposal conference will be held on April 21, 2022.
(3) A notice of intent will be due on April 22, 2022.
(4) All questions must be submitted no later than April 27, 2022.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

Expiry Date : Friday, 20 May, 2022

Pre-proposal Conference Date : Thursday, 21 April, 2022

Question Answer Deadline : Wednesday, 27 April, 2022

Category : Call Center and Answering

Country : USA

State : Tennessee

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