CC-2311 - USA (Delaware) - 24 X 7 X 365 Incoming Call Center Services for Hunter Registration - Deadline May 9,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2311

Government Authority located in Delaware; USA based organization looking for expert vendor for 24 X 7 X 365 Incoming call center services for hunter registration.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 incoming call center services for hunter registration
- Call Center for Hunter Registration shall provide 24x7x365 phone-based support and processing support of requests, inquiries, order fulfillment and receipt generation, development of an automated introductory message, and other services associated with Hunter Registration System
- to provide 24x7x365 phone-based support and processing support of requests, inquiries, order fulfillment and receipt generation, and other services associated with Hunter Registration System
- Automated and/or live support through CHAT or other technologies, while not required, should be included as optional if available. Though the Hunter Registration System is the primary program for support, other permitting and/or licensing programs may engage the awarded vendor for similar public support call center services
- Call Center will continue to provide reports, upon request, of monthly help desk metrics reporting to include the following: - Calls Offered, Calls Answered
- Abandonment Rate for phone calls
- Average Speed to Answer for phone calls
- Average Call Duration for phone calls
- Number of complaints made to the help desk concerning the help desk/call center
- Any other reports agreed-to by the parties.
- Call Center will serve to assist hunters in navigating the Hunter Registration System
- Call Center will provide the ability to record and answer incoming calls with customized greetings or announcements as well as hold messages.
- Call Center will provide with customer service monitoring tools including ‘ghost phones’ and online access to recorded calls, plus any other tools that are part of Call Center’s standard offerings. - Call Center will leverage best practice processes and technology to provide high quality support.
- Typical Client call times are predicted to be 1 to 5 minutes with an average of 3 minutes.
- Call Center will receive approximately 18,000 calls per year. Peak call period occurs during two weeks in November when ~30% of total calls for the year may be received. During this two-week period, as many as 1,100 calls may be received in a single day
- Call Center will provide prompt notification services to selected Delaware contact points in the event of a system failure or other defined issue.
- Call Center will maintain all equipment and connectivity to handle call volumes.
- Call Center agrees to training updates for significant functionality change
- Call Center will record an introductory message (<60 seconds) that each caller will listen to before being connected to a live operator
- Help Desk Support Services: - Call Center will provide Tier 1 support 24x7x365, including weekend and holiday help desk services
- Call Center staff on behalf of the caller use the Web-based application to:
- Obtain a HIP, Deer Registration, Snow Goose Conservation Order number and possibly within the duration of this contract a Turkey Registration number
- Retrieve a lost HIP or Snow Goose Conservation Order number
- Call Center will utilize only agreed-to scripts including, without limitation, oral scripts for receipt of the call, and call termination, and written scripts for emails.
(2) Approximate work volume will be 18,000 calls per year.
(2) All the questions must be submitted no later than April 22, 2022.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

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

Expiry Date : Monday, 9 May, 2022

Question Answer Deadline : Friday, 22 April, 2022

Category : Call Center and Answering

Country : USA

State : Delaware

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