Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2472

Government Authority located in Texas; USA based organization looking for expert vendor for inbound and outbound customer service call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound customer service call center services staffing and management service operations primarily for the Fire Department
- A Customer Service Call Center to help manage the daily call volumes for multiple departments, to include fire and law enforcement nonemergency calls, and to answer the 311 phone line
- Based on the call type received, the Customer Service Call Center staff will also create service requests for the various departments
- managing and operating a high call volume inbound/outbound customer service call center, preferably for a regional or municipal government agency(s). The Contractor should have a multitude of clients that provide a broad diversity of customer service solutions
- Contractor must be able to handle calls in at least two languages, English and Spanish. Calls requiring communication in other languages will be handled via an AT&T language line
- The Customer Service Call Center will formally activate upon selection of a vendor who will provide staffing, training and management services. Hours of operation will be from 7:00 am to 11:00p.m., Monday through Sunday. Holiday hours will be scheduled as needed. After-hours, General Services
calls will be answered by an automated attendant/IVR system that will allow callers to leave a message.
- uses a Customer Service Call Center to answer General Service phone calls relating to city services and programs. The City will also use the Customer Service Call Center to answer Police and Fire Non-Emergency calls.
(2) Approximate historic Monthly Inbound Calls volume was 37,359 (as of End CY2021).
(3) A Non-Mandatory pre-proposal meeting will be held on October 19, 2022
(4) All the questions must be submitted no later than October 26, 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.

Expiry Date : Wednesday, 9 November, 2022

Pre-proposal Conference Date : Wednesday, 19 October, 2022

Question Answer Deadline : Wednesday, 26 October, 2022

Category : Call Center and Answering

Country : USA

State : Texas

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