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CC-2363 - USA (Colorado) - RFI for Call Center Operations Support Services - Deadline June 14,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2363

Government authority located in Colorado, USA; based organization looking for expert vendor for call center operations support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide call center operations support services for 24-hour, 7-day-a-week confidential support line for eligible individuals and their families to call and talk about their military experience and transition home.
- calls to include hang-ups, wrong numbers, and computer-generated calls in the Vet Centers database
- Triage and manage calls for emergency services when a caller is in imminent danger
- conducting business 24 hours, 7 days a week, 365 days a year including all holidays
- transfer calls to VCL after assessing the needs of the caller and deemed appropriate.
- Ensure every call receives a proper risk assessment and, if deemed to be at imminent risk of suicide, seek to ensure the callers are linked with appropriate levels of emergency and/or
expedited follow-up services toward securing their safety.
- Manage calls and notify emergency services for callers that are assessed to be in imminent Danger
- Ensure that all calls that are not abandoned by the caller, are answered by a live responder.  
- Ensure responders have access to all needed materials and resources to successfully perform crisis intervention work 24/7/365
- call center script as a guide when answering calls, assisting the caller in determining needs and requesting information from caller.
(2) All questions must be submitted no later than June 14, 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 : Tuesday, 14 June, 2022

Question Answer Deadline : Tuesday, 14 June, 2022

Category : Call Center and Answering

Country : USA

State : Colorado

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