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CC-2480 - USA (Nebraska) - Call Center Support Services - Deadline November 23,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2480

Government Authority located in Nebraska; USA based organization looking for expert vendor for call center support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide call center support services.
- Answer inbound calls routed to them and conduct outreach calls from 8:00 AM through 6:00 PM central time, Monday through Friday with the exception of state holidays defined in state law.
- Provide an (800) number for routing of calls.
- Contractor must answer calls with a maximum average speed of answer (ASA) of five (5) minutes.
- Contractor will store and process information and data received or created by contractor in providing services under this contract in a secure manner such that unauthorized persons cannot gain access to it by means of a computer, remote terminal or other means and to ensure that only authorized persons will have access to such information and data.
- Contractor will provide and utilize a customer relationship management (CRM) system to document the number and category of services provided. The information in this system shall be made available upon request.
- Contractor must ensure all agents are supplied with telephony software, telephony equipment, computer equipment and software and all network infrastructure to provide the service. The State will not provide any equipment.
- The contractor is responsible for all oversight and management of staff including hiring, training, onboarding, tracking time sheets and performing payroll.
- Contractor will provide agency view only access to contractor’s automatic call distribution (ACD) system to assist with call volume distribution.
- Contractor shall provide both English and Spanish language interpretation services. At all times during business hours, at least 10% of agents must be fluent in reading, writing and speaking in Spanish and English. For non-English and non-Spanish language interpretation services, the contractor must supply a method of telephonic interpretation. Cost of interpretation services shall be included in cost per call.
(2) Approximate historical call volume was 371,589 from Jan-2021 to Dec-2021 and 269,137 from Jan-2022 to July-2022.
(3) All question must be submitted no later than November 01, 2022.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

Expiry Date : Wednesday, 23 November, 2022

Question Answer Deadline : Tuesday, 1 November, 2022

Category : Call Center and Answering

Country : USA

State : Nebraska

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