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CC-2489 - USA (Indiana) - Inbound and Outbound Call Center Services - Deadline November 22,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2489

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

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound call center services.
- Manage all campus-requested call and text campaigns totalling 814 call campaigns completed and 3.44 million text messages delivered during the 2021-22 year (so far)
- Manage all live chat conversations which occur on the website
- Manage all inbound call and chat volume after 5 p.m. to 1 a.m., 365 days a year
- Weekly calibration call sessions which will ensure quality and a positive student experience via feedback
- Many campuses route daily call volume to anthology currently.
- Inbound call center shall:
- Perform tier 1 and some tier 2 (as agreed upon) call center services for inbound calls to the community colleges. tier 3 requests that require subject matter experts will be ticketed and escalated to the appropriate campus department.
- Ticketing of all incoming support requests within the agency ticketing system via telephone call or live chat feature.
- Special project: include telephone, live chat, text, and web services to assist future students with information sessions and guidance on programs and on how to complete the application process.
- Development of a run book (work-flow processes) through knowledge transfer with school.
- Development of an (internal) knowledge base housed within the ticketing environment.]
- Monthly campus ticket reports (once a campus is live) to track call volume, identify call trends and pinpoint areas for improvement.
- Outbound calls shall:
- Call center will make proactive outbound calls to specific groups of leads, applicants, current students, or former students for the purposes of gathering data and prompting such person to take specific actions, including but not limited to enrolment next steps, unpaid tuition, missing student documentation, students' expressed intention not to enroll for the following semester, students expecting to dropout.
- Create, retain, and share documentation of all outbound calls and provide analytics to both systems office and campus stakeholders.
- Develop and deploy a speedy process for escalation and management of complex issues through the ticketing environment and warm transfer to applicable college when possible.
- Live service is available from (Monday -Thursday 8am-9pm, Friday 8 am- 8 pm, Saturday 8am-5pm, and Sunday 10am-5 pm).
- Contractor reserves the right to adjust the call center hours to accommodate the greatest overall customer need.
(2) Approximately Historical call volume from January 2021 to December 2021:
● Inbound live incidents (call, chat, email, web case)
○ 277,961 offered
○ 249,527 handled
● Inbound automated incidents
○ 84,041 handled
● Outbound text and agentless messages delivered
○ 3.44 million
● Outbound live agent contacts called
○ 102,344
● Outbound 1st call lead and opportunity outreach:
○ Approx. 75,000-80,000
(3) All questions must be submitted no later than November 4, 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 : Tuesday, 22 November, 2022

Question Answer Deadline : Friday, 4 November, 2022

Category : Call Center and Answering

Country : USA

State : Indiana

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