CC-2339 - USA (South Carolina) - 24 X 7 Inbound or Outbound Call Center Services - Deadline June 23,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2339

Government Authority located in South Carolina; USA based organization looking for expert vendor for 24 X 7 inbound or outbound call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 inbound or outbound call center services.
- Call Center that will provide comprehensive customer service to support a Central Appointing System and the Care Line Program including but not limited to inbound or outbound calls, voicemail, texting, web chat interactions and other telephone applications. This service will provide a central point of contact for appointments at statewide health departments, clinic sites and state level offices
- 24/7 call center coverage for public health emergencies to include weather and other unexpected events
- Care Line information helpline for parents and others to access information about health and health-related providers and practitioners, and for the public during Public Health Emergencies/outbreaks
- Receive callers requesting care line services between the hours of 8:00 a.m. and 6:00 p.m. Eastern Standard Time Monday through Friday and extended hours/days
- Care Line offers after-hours voicemail option
- Ability to monitor live and recorded calls for quality assurance
- Ability to access live system reporting (e.g., number of calls, calls waiting, average time on hold, etc.).
- Provide services for clients with limited English proficiency with bilingual staff or other interpretive services
- Provide live outbound calls as needed, recording all, and including an initial message that the call is being recorded.
- Approximate call volume will be 40,000 calls per month plus an additional ten percent (10%) capacity to accommodate any overages, misdirected calls, or unexpected peaks for Central Appointing and Care Line combined,
(2) Approximate Traditional Average call volume of 2019 Calls Offered is 41,833, calls Answered is 38,141 and for 2021 Average Calls Offered is 33,597 and Calls Answered is 31,326.
(3) All question must be submitted no later than May 27, 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 location.

Expiry Date : Thursday, 23 June, 2022

Question Answer Deadline : Friday, 27 May, 2022

Category : Call Center and Answering

Country : USA

State : South Carolina

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