CC-2454 - USA (Washington, DC) - 24 X 7 X 365 Inbound and Outbound Lifeline and Affordable Connectivity Program Business Process Outsourcing and Call Center Services - Deadline October 19,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2454

Government Authority located in Washington, DC; USA based organization looking for expert vendor for 24 X 7 X 365 inbound and outbound lifeline and affordable connectivity program business process outsourcing and call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide 24 X 7 X 365 inbound and outbound lifeline and affordable connectivity program business process outsourcing and call center services
- Contractor and its staff may utilize a hybrid staffing model of a remote and onsite staff.
- Contractor shall provide live agent contact center from 9 am – 9 pm ET, Monday – Sunday ("Business Hours") excluding three major holidays.
- Contractor shall provide any automated contact center services (e.g., interactive voice response (“IVR”, digital self-serve) on a 24/7/365 basis. Four IVR’s will be required to support operations.
- For escalation purposes, a supervisor shall also be always available during business hours.
- Contractor shall provide call center support with staffed English and Spanish speaking agents. Additionally, Contractor shall provide call center support in, at a minimum, the ten (10) most common languages. However, these agents can be offered through a third party vendor as needed
- Contractor shall provide the following customer support for consumers, service providers, agencies, and other external stakeholders, which includes but is not limited to:
- Conducting inbound and outbound live operator services.
- Communicating service or product information, including responses to inquiries and questions about the Lifeline program or Affordable Connectivity program and other support as appropriate based on a consumer-centric model for information and assistance.
- Providing callers with contacts or coordinating with other contact center representatives (i.e. state, federal, service provider, or tribal representatives) to resolve unforeseen issues across all use cases (e.g., confirming that a dated or uncommon document is valid for eligibility)
- Assisting with reset / recovery of consumer or service provider information, including:
- Application numbers
- Password resets for service providers and any other approved third parties with log-in access rights
- Contractor shall provide the following outreach services, including but not limited to:
- Conducting outreach to customers as required including:
- Outbound robo-calls
- Outbound text messages / Short Message Service (“SMS”) messages
- Outbound automatic emails
- Outbound postal mail, including: printing, enveloping, stamping, sorting, and sending mail
- Contractor shall provide the following mail and form processing, including but not limited to:
- Entry of form data into the NV
- Scanning of provided supplementary documentation (e.g., copies of identity documents, copies of eligibility documents)
- Use of Optical Character Recognition (“OCR”) to transfer documents into digital form.

[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 : Wednesday, 19 October, 2022

Category : Call Center and Answering

Country : USA

State : District of Columbia

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