Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2400

Government Authority located in Virginia; USA based organization looking for expert vendor for inbound and outbound call center services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide inbound and outbound call center services to effectively respond to requests of public health that require timely response, service and input by public health officials.
- To provide twenty-four hours a day (including nights, weekends, and holidays) call center service through several published toll-free numbers.
- Normal operating hours are from 8:00 am to 5:00 pm during Monday to Friday with the ability to expand hours in response to a public health emergency.
- The contractor service center shall be responsible for providing all of the technical and functional needs of servicing phone calls from various public health constituency groups and the general public and route them as applicable to appropriate local or state contact personnel.
● Answer level one call types as agreed between the parties
● Provide supervisors for the tier 1 agents
● Ability to answer level 2 calls (escalated and more complex) if required
● Provide a call quality program for the call types
- This program should include recording of all calls and the ability to research calls by agent, customer phone#, etc in real time in the event there is a need to investigate a customer complaint.
● Establish workforce management methodology and staff to analyze call arrivals for agreed call types and to derive insights in forecasting scheduling and staffing
● Provide a mix of bilingual English and Spanish Speakers
● Have the ability to work with vendors providing language translation for non-English or Spanish speaking callers
● Conduct background checks on agents
● Skills based routing and phone service infrastructure
● Provide support for IVR and ACD and other system components
● Supporting system scripting requirements
● Collaborating on system documentation requirements
● Supporting agent credential management
● Supporting agent initialization of credentials
● Changing or deleting personnel access
● Assist with baselining current capacity, storage speech, agent sizing
● Assist with baselining current call flows, routing, agent database
● Measure levels of service and report to call center leadership
● Provide daily, weekly and monthly status reports on call volume, wait times, abandoned calls, call dispositions and mutually agreed upon metrics.
● Respond to escalation items and emerging needs
● Participate in daily, weekly and monthly meetings as mutually agreed upon
● Initial call center agent training in preparation for go-live
● Ongoing call monitoring and supplemental coaching and feedback for agents that need incremental training and development
● Voice calling (inbound and outbound)
● Skills based precision routing
● Searchable knowledge management repository
● Advanced quality management
● Complex disposition codes and interaction notes
● Remote agent softphone
● Collaboration Tool to manage virtual agent teams
● VPN service or Global Protect
● Email processing
● Web chat
● Google contact center AI
● SMS (inbound and outbound)
● Outbound campaign management for omni-channel
● After call customer survey
(2) All questions must be submitted no later than July 25, 2022.
(3) An optional preproposal conference will be held on August 5, 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 : Friday, 9 September, 2022

Pre-proposal Conference Date : Friday, 5 August, 2022

Question Answer Deadline : Monday, 25 July, 2022

Category : Call Center and Answering

Country : USA

State : Virginia

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