Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2459

Government Authority located in Florida; USA based organization looking for expert vendor for after-hours answering services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide after-hours answering services.
- To provide agents from Monday through Friday, from 5:00 PM to 9:00 AM, all weekend hours (24 hours/day), holidays and/or special events
- to provide agents that speak English, Spanish and Creole
- to provide agents that can transcribe and communicate message details
- to translate the agent-scripts into Spanish and Creole
- to use MTI’s current after hours answering script
- to provide assistance with Script and training materials.
-  to adjust scripts within 24 hours of changes made by client
- to provide a dedicated client service manager and escalation contacts as needed 24 hours a day
- daily and monthly reporting as well as monthly meetings to review Reports
- Call the after hour’s Donor Desk number with the details of the call above After hours on call coordinator will be responsible for calling the patient back
- Call donor desk, ring count 10- 1 minute. Go into cue for 5 minutes.
- Call donor desk ring count 10- 1 minute. Go into cue for 5 minutes - Escalate to donor desk Manager. Go into cue for 5 minutes.
- Escalate to Senior Manager. Go into cue for 5 minutes
(2) Approximate work volume is 7500 calls.
(3) A pre-proposal meeting will be held on September 30, 2022
(4) All the questions must be submitted no later than October 3, 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.

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Wednesday, 19 October, 2022

Pre-proposal Conference Date : Friday, 30 September, 2022

Question Answer Deadline : Monday, 3 October, 2022

Category : Call Center and Answering

Country : USA

State : Florida

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