CC-2442 - USA (Massachusetts) - Inbound and Outbound COVID-19 Customer Support Health Line and Email Services - Deadline September 28,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2442

Government Authority located in Massachusetts; USA based organization looking for expert vendor for inbound and outbound COVID-19 customer support health line and email services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound COVID-19 customer support health line and email services during Monday through Friday, between 9 am EST and 5 pm EST to all licensed and funding programs.
- Health line must be staffed with agents who are qualified to consult on clinical questions pertaining to COVID-19 test administration, transmission, and infection, and deliver prospective professional development to support management.
- The health line should be prepared to support (on average) 50-75 calls and emails per week from educators and providers.
- Must have staff that can respond to calls and emails in Spanish.
- All calls and emails (in English or in Spanish depending on language used by program) must be responded to and resolved at the latest within forty-eight (48) hours.
(2) Approximate work call volume were 488 calls, 257 emails and 745 tickets from February 28, 2022 to August 29, 2022.
(3) All questions must be submitted no later than September 13, 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 location.

Expiry Date : Wednesday, 28 September, 2022

Question Answer Deadline : Tuesday, 13 September, 2022

Category : Call Center and Answering

Country : USA

State : Massachusetts

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