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CC-2356 - USA (Maryland) - RFI for Contact Center Assessment Services - Deadline June 8,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2356

Government authority located in Maryland, USA; based organization looking for expert vendor for contact center assessment services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide contact center assessment services to ensure that conveys unified, timely, and accurate messaging to our workforce and external stakeholders.
- 1-800 line provides the general public with prompt and accurate information to their telephonic inquiries regarding immigration laws and benefits
- 1-800 number receives more than 1 million telephonic inquiries a month
- Respondent/Stakeholder calls the UCC 1-800 number, the call goes directly to an Interactive Voice Response (IVR) system, which is available in English and Spanish. Roughly 6 million calls are escalated from the IVR to the Tier 1 Contact Center
- identify the appropriate methodology and software solutions to support focus group sessions to allow participants to join virtually and observers to attend in person or online
- Translation services, transcription fees, technological equipment, and any travel costs associated with conducting the focus groups will be incurred by the contractor.
(2) This bid is set aside for total small business.

[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 : Wednesday, 8 June, 2022

Category : Call Center and Answering

Country : USA

State : Maryland

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