X
X

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

Cost to Download This RFP Document : $ 9

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

If you will obtain monthly subscription for Call Center and Answeringcategory/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