CC-2481 - Canada (Saskatchewan) - Call Centre Modernization Assessment and Recommendation Services - Deadline November 7,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2481

Government Authority located in Saskatchewan; Canada based organization looking for expert vendor for call centre modernization assessment and recommendation services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide call centre modernization assessment and recommendation services
- To develop a strong understanding of call handling systems/technology, processes, and operations.
- To develop a strong understanding of objectives related to customer experience and customer service, with a focus on self-service improvement, automation, cost reduction and overall improvements to customer service and customer experience
- To leverage the call handling system for workforce planning and Scheduling
- Creation of a technical specification to potentially acquire call handling technology that will assist in achieving its objectives.
- Creation of a change management plan/strategy, schedule, and costing assessment to implement the new systems
- Calls are routed using IVR Interactive Voice Response (IVR) system to the desired agent or queue with Toll-Free and Local numbers. Calls are routed based on various menu choices, time of day, calendar day and wait times
- a phone handling system include but are not limited to: intuitive and reliable agent and area performance reporting and monitoring, contingency systems for outages, minimized downtime, customizable call and activity coding ability, training environments, customer on hold updates, outbound caller identification control, live performance monitoring and reporting, responsive support, 24/7 capability, readily accessible support articles, automated integration between incoming calls and customer information, enhanced workforce planning/scheduling, robust IVR capabilities, multi-language capabilities, call back options, instantaneous customer feedback options, escalation routing, afterhours automated callouts, and consideration for optimization of work in the system.
(2) All the questions must be submitted no later than November 2, 2022.

[C] Eligibility:

Onshore (Canada organization Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office premises.

Expiry Date : Monday, 7 November, 2022

Question Answer Deadline : Wednesday, 2 November, 2022

Category : Call Center and Answering

Country : Canada

State : Saskatchewan

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