Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2391

Government Authority located in Hawaii; USA based organization looking for expert vendor for furnish call center support services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide furnish call center support services to support the department of customer services to include, but not be limited to staff, work space, equipment, software, and telephones.
- The Contractor shall escalate and forward specified complex calls to a Tier 2 level to be handled by employees.
- The Contractor shall provide an Integrated Voice Response System and live call center agents capable of servicing the anticipated daily average call volume of approximately 450 calls but possibly reaching 1 ,000 calls.
- The Contractor shall provide full-time call center staffing that can provide callers with service in the following languages: English, Ilocano, Tagalog, Korean, Chinese, and Japanese. Callers requesting support in languages other than the aforementioned languages shall be connected with Language Link, a third-party translation service, to complete a three-way conference call.
- The Contractor shall also provide call center support services for callers who are hearing impaired.
- Provide recommendations to maintain scalable staffing to maintain target response and handling times.
- The Contractor shall provide full-time call center staffing that can provide callers with service in the following languages: English, Ilocano, Tagalog, Korean, Chinese, and Japanese. Callers requesting support in languages other than the aforementioned languages shall be connected with Language Link, a third-party translation service, to complete a three-way conference call.

[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 : Friday, 29 July, 2022

Category : Call Center and Answering

Country : USA

State : Hawaii

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