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CC-2377 - USA (Puerto Rico) - 24 X 7 X 365 Inbound and Outbound Call Center Operation Services - Deadline August 1,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2377

Government Authority located in Puerto Rico; USA based organization looking for expert vendor for 24 X 7 X 365 Inbound and Outbound Call Center Operation Services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 Inbound and Outbound Call Center Operation Services.
- The Call Center shall operate seven days a week. Monday through Friday, the Call Center shall be in operations from 9:00am to 8:00pm. On Saturdays and Sundays, the Call Center shall be in operations from 9:00am to 4:00pm
- The proposer must be capable of operating 24 / 7/ 365 and must include the following tools:
- Telephony infrastructure;
- Session recording and transcript mailing;
- Automatic Call Distributor system;
- Call recording software;
- Interactive Voice Response technology;
- Operation of inbound phone call processing in a menu-driven format that allows participants to return to the main menu for information on other topics and to access a live operator during normal Call Center operation hours;
- The Call Center must have an emergency, backup plan for phone, internet, and hardware system failures;
- An operating system that supports bilingual (Spanish and English) communications with participants;
- A system that allows for integration with third-party applications (e.g. Program Managers, Sub-recipients, Partners, etc.);
- Allows remote access with appropriate permissions and security
- The Call Center must have call monitoring capabilities for 100% of the calls
(2) A pre-proposal virtual conference will be held on June 10, 2022.

[C] Eligibility:

Onshore (USA Organizations Only)

[D] Work Performance:

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

Expiry Date : Monday, 1 August, 2022

Pre-proposal Conference Date : Wednesday, 29 June, 2022

Category : Call Center and Answering

Country : USA

State : Puerto Rico

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