CC-2416 - USA (Virginia) - Inbound and Outbound Contact Center Solution - Deadline September 7,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2416

Government authority located in Virginia; USA based organization looking for expert vendor for inbound and outbound contact center solution.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound contact center solution.
Inbound Contact Services:
- To provide excellent service quality to prospective and current students and parents when responding to inbound admission, registration, records, financial aid, and students accounts related inquiries.
- Channels of communication used to respond to student inquiries.
- Technologies used to capture and track interactions in real time.
- Average handle time.
- Average talk time.
- Average first call and contact resolution rate.
Outbound Campaign Services:
- Seeks outbound engagement services to increase and maintain enrollment and retention rates.
- Overview of outbound campaign services.
- Channels of communication utilized.
- How campaigns are tracked and measured.
- Average outbound campaign results.
(2) Approximate number of phone calls, live chats, and emails for inbound contact services will be 85,000 and the outbound campaigns will consist of contacting up to 30,000 students annually, spread out among the three semesters.
(2) All questions must be submitted no later than August 22, 2022.

[C] Eligibility:

Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Wednesday, 7 September, 2022

Question Answer Deadline : Monday, 22 August, 2022

Category : Call Center and Answering, Software, System and Application

Country : USA

State : Virginia

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