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CC-2500 - USA (Rhode Island) - Inbound and Outbound Contact Center Services - Deadline December 15,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2500

Government Authority located in Rhode Island; USA based organization looking for expert vendor for inbound and outbound contact center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound contact center services to accept inbound inquiries (phone, in-person visits, chat) include both live outreach and outbound autodialing.
- Contact Center exists and is in operation. Office space, staffing, telephony, and desktop technology is under the control of the incumbent vendor. Key to this procurement and anticipated award is a seamless transition from the current vendor to a new vendor should a change in vendors take place.
- Requirements, Organizational Approach, Staffing Model and Employee Engagement
- Integrated care initiative call center (ICI CC)
- Measures of success; service level agreements (SLA) and Reporting
- Quality, Training and Customer Satisfaction Surveys
- Technology: The vendor’s cloud-based solution must include, but is not limited to: Automatic Call Distributor (ACD), Interactive Voice Response System (IVR), Customer Relationship Management (CRM), Knowledge Management (KM), Online Appointment Scheduling Tool, Live Chat, Chat Bot, Call Recording capabilities (including screens), Secure Email, Autodial campaign capabilities, and Video Conferencing.
(2) Approximately History of handled call volume was:
- 3,857 Total call (643 average call per month) in 7/16-12/16 (6 month)
- 5,176 Total calls (431 average Monthly Call Volume) in 2017
- 6,599 Total Calls (550 average Monthly Call Volume) in 2018
- 6,017 Total Calls (501 average Monthly Call Volume) in 2019
- 4,400 Total Calls (367 average Monthly Call Volume) in 2020
- 3,944 Total Calls (329 average Monthly Call Volume) in 2021
- 2,315 Total Calls (386 average Monthly Call Volume) in 1/22-6/22 (6 month)

[C] Eligibility:

- Onshore (US Only);

[D] Work Performance:

- Performance of the work will be Onsite.

Expiry Date : Thursday, 15 December, 2022

Category : Call Center and Answering

Country : USA

State : Rhode Island

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