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CC-2525 - USA (Tennessee) - Call Center Services - Deadline January 11,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2525

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

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide call center services. for the County Health Department receiving and responding to inbound phone calls made for services provided by SCHD specifically those programs that fall under clinical services.
- Provide highly scalable CSR staffing volumes starting with a minimum of 4 (English Speaking) and 2 (Hispanic Speaking) full-time equivalent (FTE) CSRs,
- Provide knowledge management, training, coaching and scripts to support enabling them to give accurate, thorough tier one information to callers to address their needs, including case-related information and/or services-related information.
- Provide features and functionality that provide skills-based routing, analytics, and reporting, which demonstrate that handling of protected health information will be health insurance portability and accountability act compliant and protected health information and personal identifiable information will be encrypted at rest and in transmission per the information security requirements exhibit and national institute of standards and technology standards and guidelines.
- Provide a project governance infrastructure including status reporting, system reports, productivity reports, operations reports, and other project resources needed to support activities.
8. Provide a Training Plan that includes activities and content development sufficient to support call resolution and issue escalation, including reviewing and finalizing call scripts, FAQ scripts, orientation and practice calls.
9. Provide properly trained specialists according to training requirements.
(2) A mandatory pre-bid meeting will be held on December 28,2022.
(3) All question must be submitted no later than January 5, 2022.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

Performance of the work will be offsite.

Expiry Date : Wednesday, 11 January, 2023

Pre-proposal Conference Date : Wednesday, 28 December, 2022

Question Answer Deadline : Thursday, 5 January, 2023

Category : Call Center and Answering

Country : USA

State : Tennessee

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