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CC-2413 - USA (Texas) - Customer Call Center staffing and Management Services - Deadline September 16,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2413

Government Authority located in Texas; USA based organization looking for expert vendor for customer call center staffing and management services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide customer call center staffing and management services
- Provide and maintain its Customer Service Call Center
- The off-site Call Center will answer calls from residents, applicants, citizens, employees, landlords, vendors, and others.
- Perform Customer Service Call Center activities
- Responsibilities of Call Center include, but are not limited to: - Provide and manage off-site Call Center Services
- Maintain a suitable Interactive Voice Response (IVR) system
- Interact with system of record to track call center interactions, record case notes, and streamline customer service
- Accurately track calls handled and report all activity
- Provide resolution to caller’s inquiry/concern
- Assign to appropriate department for follow-up and resolution
- Provide telephone answering services during daily business hours of 8:00 am – 6:00 pm
- Provide Call Statistics Detail and Summary Reports which include information on the following:(reports can be broken down by current day, specific day, or date range):
- Statistics
- End of Call Disposition
- Call Counts (daily, weekly, monthly, and annual)
- Reason for Call (Call Disposition)
- Duration of Calls for Category in Call Disposition
- Grand Totals for all the above information
- Accept calls and address caller issues, escalating to appropriate staff when needed.
- Allow customers to access customer service representatives fluent in English, Spanish, and Vietnamese during normal Call Center hours of operation
- Develop and maintain an effective Interactive Voice Response (IVR) system.
(2) The contractor must be able to fluctuate between unpredictable call volumes (700-800 calls per day)
(3) All the questions must be submitted no later than August 31, 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 premises.

Expiry Date : Friday, 16 September, 2022

Question Answer Deadline : Wednesday, 31 August, 2022

Category : Call Center and Answering, Staffing Services

Country : USA

State : Texas

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