Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2396

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

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide call center staffing services.
- Receiving inbound calls from residents
- Dispatching all calls by telephone and/or email to the appropriate personnel or area for resolution regarding issues such as potholes, traffic signal outages, down traffic signs, drainage issues, grading, fallen trees, permits, county vehicles, park events, etc.                                                                                                                                                                                             - efficiently to assess the customer’s issues and recommend valid solutions as well as escalate unresolved issues
- Create and track SR tickets
- Follow up with division contacts regarding service requests and inquiries
- Coordinate follow-up emails with customers to ensure their issues have been addressed
- Answer in-bound calls and dispatch to appropriate personnel
- Record details of each customer interaction with any actions taken
- Maintain adequate knowledge of all internal software and systems
- Make calls notifying managers for Snow and Ice operations
- Ability to prioritize and integrate a proactive approach to issues and service requests
- Ability to multi-task, analyze information, and disseminate to the appropriate personnel for resolution
- Ability to resolve conflict quickly
- call center is a 24-hour operation and must have adequate personnel at all times. Calls must be answered at all times
- Contractor to provide services for the morning shift (8:00 a.m. – 4:00 p.m.) and the afternoon shift (4:00 p.m. – 12:00 midnight). Midnight to 8:00 a.m.
(2) Approximately annual call volume will be 35,000 calls.
(3) All questions must be submitted no later than July 20, 2022.
(4) Contract period will be three years.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Onsite.

Expiry Date : Friday, 12 August, 2022

Question Answer Deadline : Wednesday, 20 July, 2022

Category : Call Center and Answering

Country : USA

State : Michigan

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