CC-2397 - USA (Kansas) - Call Center Services - Deadline August 5,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2397

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

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide call center services during Monday to Friday from 8:00 AM to 5:00 PM, with the exception of observed holidays.
• Extended hours and weekends may be requested during times of need.  
• Respond factually and efficiently to the needs of the caller. Must effectively communicate and explain to callers regarding county policies and procedures.
• Answer telephone calls from consumers and the general public in a professional, courteous, and empathetic manner, controlling tone and outcome of each call.
• Identify concerns, obtain necessary information from callers, and route such concerns to the proper program.
• Identify and escalate priority issues.
• Respond to caller needs and transfer calls accurately.  
• Operate a computer and be familiar with various computer menus in order to retrieve information.
• Efficiently research on the fly to verify or convey information in response to caller inquiries.
• Work at a fast pace without jeopardizing the quality of the call.
• Provide bi/multi-lingual staff.
• Maintain confidentiality and comply with HIPAA regulations.
• Is professional with all communications (phone, Jabber, email, SharePoint).
• Sends clear and accurate messages regarding client needs and inquiries to staff.
• Attention to detail, correctly filling out forms, and documentation.
(2) All questions must be submitted no later than July 20, 2022.
(3) Contract term will be two years.

[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, 5 August, 2022

Question Answer Deadline : Wednesday, 20 July, 2022

Category : Call Center and Answering

Country : USA

State : Kansas

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