Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2364

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

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide call center support services which supports the Hotline (Tier 1), that are too technical to be answered by contractors are forwarded to OSHA Area Offices for response.
- provide timely responses to stakeholder inquiries and comments, e-correspondences and phone calls now assigned to the Area Offices creates a significant resource burden on those offices
- Develop OSHA-approved response hotline call templates and/or draft additional templates upon request
- Develop OSHA-approved SOPs for handling e-correspondence based on modifications, if any, to the e-correspondence web-based system
- Train its staff to handle the hotline and e-correspondence inquiries according to the established SOPs so that inquirers consistently receive accurate, timely, high-quality service
- Handle a range of hotline callers and e-correspondences, such as from small business owners and workers in high-risk industries that will be transferred from the OSHA hotline (Tier 1) or e-correspondence system
- Provide support conference calls and meetings about the hotline and e-correspondence system.
(2) Approximately call volume will be 1000 hotline calls and 25 e-mails per month.
(3) All questions must be submitted no later than June 15, 2022.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 29 June, 2022

Question Answer Deadline : Wednesday, 15 June, 2022

Category : Call Center and Answering

Country : USA

State : District of Columbia

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