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CC-2338 - USA (Massachusetts) - 24 X 7 Inbound and Outbound Public Health Response Contact Center Services - Deadline May 27,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2338

Government authority located in Massachusetts; USA based organization looking for expert vendor for 24 X 7 inbound and outbound public health response contact center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 inbound and outbound public health response contact center services to support the ongoing covid-19 pandemic response as well as to respond to other public health emergencies which may arise.
- The contact center will answer questions from residents with direction from department on such topics as covid-19 transmission, prevention, symptoms, treatment, and orders or advisories or policies.
- The contact center will direct residents to related resources such as clinicians, local public health, and websites.
- The contact center will also assist residents in making vaccine appointments and accessing vaccine records.
- Handling customer inquiries in fluent English, Spanish, and as many as possible of the other -prioritized languages (Albanian, Arabic, Cape Verdean Creole, Haitian Creole, Khmer, Portuguese, Russian, Chinese, Somali, Vietnamese) and providing immediate interpreter services in other languages.
- Maintaining excellent operational and technological processes, including an interactive voice response system and a customer relationship management system.
- Ensuring visibility into vendor operations through the provision of user-friendly reporting tools and accurate operational forecasting.
- Managing and providing technology integration, development, and maintenance activities to support contact center operations.
- Providing call-based scheduling to customers seeking covid-19 vaccine appointments and support to customers seeking vaccine records.
- Providing referrals or direction to contact medical and service providers, local boards of health, resources available online or by other means, etc.
- Track call characteristics including but not limited to total calls, blocked calls that exceed the queue capacity, wait time, hold time, call reasons, call resolution or disposition, call length, transfer rate, abandonment rate, average speed to answer, and call volume.
- Record the audio content of all inbound and outbound phone calls, and log chats or other text-based communications.
- Allow outbound calls to be made.
- Record the audio content of all inbound and outbound phone calls, and log chats or other text-based communications.
(2) Provide the number of full-time equivalents needed to ensure up to 1,500 calls/day, assuming an average 15-minute call duration, can be handled with an immediate call to answer time and without the call to answer time exceeding 10 minutes despite staff fluctuations due to absenteeism, trainings, meetings, etc.
(3) All questions must be submitted no later than May 24, 2022.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 27 May, 2022

Question Answer Deadline : Tuesday, 24 May, 2022

Category : Call Center and Answering, Health and Related Services, Software, System and Application, Translation and Interpretation

Country : USA

State : Massachusetts

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