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CC-2426 - USA (Texas) - RFI for Advisor Call Center Services - Deadline August 24,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2426

Government Authority located in Texas; USA based organization looking for expert vendor for advisor call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24-hour/ 365 days advisor call center and call answering services.
1. Call routing and distribution:
- Receive rapid intake of clinical support requests via phone, voice over internet protocol or custom web form. Contractor will provide enterprise-wide access to IS for both mobile and static IS devices. Contractor will ensure appropriate cybersecurity and RMF requirements are met to receive an authority to operate on government.
- Engage distant site providers in accordance with defined schedules and protocols as provided by the government. Document caller name, location, call back number and email in those cases where not restricted by operational security requirements.
- Establish a live connection between the originating site requester and the distant site provider via phone or electronic communication.
- Understanding emergency medicine, anatomy, physiology and military medicine clinical and operational terminology, abbreviations and jargon, properly address caller needs and route to correct specialty provider within appropriate time frame.
2. Call recording and quality control:
- Record 100% of all calls received. Analyze 10% of all calls received and 100% of all calls received and not routed to the correct 1st on call specialist within three minutes, 2nd on call specialist within four and half minutes or 3rd on call specialist or facility within six minutes for quality assurance.
- Provide a monthly written report on analysis of all calls that are outside standards in the performance requirements standards matrix.
3. Data capture, analysis and reporting:
- Volume or distribution of calls.
- Time in queue, on hold and connection to physician.
- Abandoned and dropped call rates.
- Concurrent call rates.
- Analysis by agent, reason for consult and clinical specialty requested.
- Duration of call.
- Duration from intake to consult creation.
- Duration from consult creation to physician identification.
- Duration from physician identification to physician assignment.
- Duration from physician or provider assignment to connection with requester.
- Overall duration from request to connection.
- Name and location of specialty physician or provider accepting the consult.
(2) Approximately call volume will be 3,000 incoming calls per month.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 24 August, 2022

Category : Call Center and Answering

Country : USA

State : Texas

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