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

RFP Expired

You can either pay for Single RFP/Bid document or Subscribe with Monthly Subscription for whole Call Center and Answering, Staffing Services Category/Categories.

If you will obtain monthly subscription for Call Center and Answering, Staffing Servicescategory/categories, you will be able to access all the RFPs from that Category. Here are the Monthly Subscription offers. So, subscribe for Monthly offers and get rid of Individual RFP payment.

*No commitment =
(1) There is no minimum commitment.
(2) You can subscribe for as less as 1 month and cancel it any time. If you subscribe for annual offer, you can cancel it any time within year.
(3) There is no partial refund policy after Monthly or Annual subscription. You will be required to use services for a Month (Or Year since you have availed discounted pricing).
(4) You can cancel your subscription any-time directly from your PayPal account to stop further recurring charges before next due date.
(5) You will be able to download all RFPs for subscribed Category or Location without any extra cost.

Similar RFPs