Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2411

Government Authority located in Texas, USA; based organization looking for expert vendor for student contact center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide student contact center services that addresses the deficiencies of the current call center environment.
- Provide Student Contact Center Services throughout the academic calendar year (12 months), seven (7) days a week, 7 a.m. to 12 a.m. with only Tier 1 and Tier 2 support available on weekends and designated College Holidays
- call center agents that deliver telephone, live chat and e-mail support services to handle calls
- provide call and live chat support required for anyone requesting assistance
- contact center with call center agents provided by Proposer to operate within a tiered business model that will include clear escalation policies, knowledge management, service level agreements, data analytics, and metrics
- contact center will provide a platform that addresses all current requirements for contact center functionality and also provide the flexibility to incorporate new functionality to the contact center environment as required in the future
- Administrative offices and staff handle calls concerning registration, financial aid, request for transcript information, and general student service inquiries.  Staff members who currently answer the phone also manages a wide range of tasks and responsibilities
- Provide a three-tier call center design to respond to or route calls according to call complexity and/or call type that makes it easier to connect to appropriate contact service for support
- contact center will promptly respond to Tier 1 and Tier 2 level calls and direct only complex inquiries and requests for student account modifications to the Tier 3 Dallas College staff support.  Tier 3 escalations will be supported during the business hours of 8:00 am (CST) to 7:00 pm (CST) Monday through Thursday, 8:00 am (CST) through 5:00 pm (CST) on Fridays, no Tier 3 escalations on weekends and Dallas College Holidays. Tier 1 and Tier 2 services should be available and supported by call center agents provided by Proposer within specified days and hours
- Provide documentation on the Proposer’s ability to manage inbound and outbound voice calls and data applications
- Provide and host a local Interactive Voice Response system.  Proposer shall manage the content of the call tree and support all changes, troubleshooting and maintenance
- email communication services will be provided including but not limited to processes and technology to be used to capture, record, track and respond to email communication
- analysis of daily, weekly and monthly call reason codes as well as Tier 1 and Tier 2 calls resolved by proposer and Tier 3 calls
- collaboratively creating call flows in their system for each functional work area. Supplier must provide call flow chart and logical diagrams and other documentation for all call flows
- Listen-in on live client calls to observe how calls are handled from start to finish
- View live application for monitoring call volume.
(2) All questions must be submitted no later than August 15, 2022.

[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 : Wednesday, 31 August, 2022

Question Answer Deadline : Monday, 15 August, 2022

Category : Call Center and Answering

Country : USA

State : Texas

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