CC-2414 - USA (West Virginia) - Hosted Call Center Operations Services - Deadline August 23,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2414

Government Authority located in West Virginia; USA based organization looking for expert vendor for hosted call center operations services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide hosted call center operations services
- Must include Automatic Call Routing
- Must have an IVR system routing calls through a self-service process and identifying the best group to receive the call
- Must have Text to Speech capabilities
- Must include two toll-free numbers setup and maintenance, along with the ability to provision new toll-free numbers to handle all call volume requirements. Must have the ability to accept a transferred/existing toll-free number
- Must have voicemail to allow callers to leave detailed voicemails during high call volumes.
- Must have the ability to support agents while working remotely. System must be accessible via a web page
- Must have the ability to create reminders for any call back needs, routed to either the original agent or an agent of a different skill set.
- Must have the ability for agent-to-agent communication, inclusive of an easily referenced color scheme to identify agent availability.
- Must allow for a supervisor to take control of a call, monitor a call, or communicate directly with the Agent to help on a call
- Reporting Needs:
- Must include customizable and personalized dashboards.
- Must provide the number of calls in queue.
- Must provide average wait time for callers.
- Must provide average call time for each Agent.
- Must keep historical reporting records
- Must provide IVR statistics, such as percentage of customers opting to speak to an agent, types of calls, reasons for transferring calls to each department, calls handled by the IVR, reasons for call drop offs, and mis-routed calls,
- The service must be able to allow for a maximum of twenty (20) callers in the queue, with the ability for us to adjust this during higher call volumes, when all Agents are busy with other callers
- Hosted Call Center Operations:
- Must have the ability to quickly change or modify existing scripts to change call routing. These changes must be realized by the caller within 10 minutes of the saved changes. Vendor must be able to convert up to 50 existing scripts to the new platform
- Must have the ability to create customer service satisfaction surveys through the IVR or E-mail, with the ability to view and export results. Surveys must be customizable
- Must have the ability to create skill-based routing of calls to include Phone, Email, Chat, and/or Voicemail.
(2) The service must be able to handle an end user community of an estimated 400 to 800 calls per day, with an estimated call time of 2-3 minutes each.
(3) All the questions must be submitted no later than August 12, 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 : Tuesday, 23 August, 2022

Question Answer Deadline : Friday, 12 August, 2022

Category : Call Center and Answering

Country : USA

State : West Virginia

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