Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2479

Government Authority located in California; USA, based organization looking for expert vendor for business process outsourcing services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide business process outsourcing services to support inbound customer service calls.
- Call Center support to handle approximately 4,800-5,800 District customer calls per month
- Support hours of operations will be Monday to Friday 8:00 to 5:00 pm Pacific Standard time
- Support of these calls will be in English and Spanish
- Vendor is expected to provide summary and detailed call center performance reporting.
- BPO shall report on call activity on a daily/weekly/monthly/quarterly basis or as requested by District staff. Real time online dashboard preferred
- BPO will dedicate a trainer to the project who will partner with District Training team to prepare and deliver BPO training. BPO will seek approval from District Training team on any modifications to call guides, processes, and procedures.
- adhere to Districts call handling processes, job aides, call guides and training material when interacting with District customers.
(2) Approximately call volume will be 4,800 to 5,800 calls per month and monthly average call volume in 2022 is 19,000 calls.
(3) An optional pre-proposal conference had been held on October 12, 2022.
(4) All questions had been submitted on October 17, 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 : Monday, 31 October, 2022

Pre-proposal Conference Date : Wednesday, 12 October, 2022

Question Answer Deadline : Monday, 17 October, 2022

Category : Call Center and Answering

Country : USA

State : California

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