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CC-2318 - USA (Maryland) - RFI for Hotline Staffing and Support Services - Deadline April 23,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2318

Government authority located in Maryland; USA based organization looking for expert vendor for hotline staffing and support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide hotline staffing and support services.
- This contact center will be operated 24/7, with staffing adjusted to meet varying call
volume.
- Contractor shall provide the government with call data (Call Volume, Abandon Rate, Average Speed of Answer, and other measurements that will be required).
- Supervisors will interact with clients and other members of the contact center team with respect, courtesy, focus and professionalism.
- The contact center must operate 24/7, with staffing adjusted to meet varying call volume including rapid surges as required.
- Able to recruit and onboarding quality candidates in a timely manner.
- Agents providing Tier 1 support as detailed in the introduction.
- Contractor Supervisors will supervise all contracted agents and provide data metrics to the government as required.
- Personnel retention: Demonstrate ability to retain personnel to maintain continuity in the call center and also to handle the volume of calls.
- Documenting into a customer relationship management tool during the interaction with the customer.
- Call Abandonment Rates less than 3%.
- Average speed of answer of less than 20 seconds.
- Outbound service recovery activities for failed customer satisfaction surveys and complaints against contract staff.
(2) The contact center handles on average anywhere from 79,000 to 130,000 calls per month.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Saturday, 23 April, 2022

Category : Call Center and Answering, Staffing Services

Country : USA

State : Maryland

RFP Expired

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