CC-2528 - USA (Maryland) - RFI for Hotline Support Services - Deadline January 5,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2528

Government Authority located in Maryland; USA based organization looking for expert vendor for hotline support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide hotline support services.
- Support the operation of agency fraud reporting hotline. The Hotline includes a telephone line that allows members of the public to report allegations of fraud, waste, and abuse for potential criminal, civil, administrative, or other action, as appropriate.
- Must be capable of accommodating a substantial number of calls while simultaneously minimizing caller wait time and ensuring call and customer service quality.
- Establishing and maintaining a secure facility for call center operations; providing tools and equipment, including software and hardware, necessary to conduct hotline operations; providing qualified and trained call center operator and supervisory personnel capable of accommodating the volume of calls
- Hotline, including developing and implementing staffing and contingency plans that ensure operations and service continue at an acceptable level during unexpected call influxes.
(2) The contract period will be for five years.
(3) Approximately 300,000 to 400,000 calls (In excess of 70,000 annually) to the Hotline over a five-year period.

[C] Eligibility:

Onshore (USA Organizations Only)

[D] Work Performance:

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

Expiry Date : Thursday, 5 January, 2023

Category : Call Center and Answering

Country : USA

State : Maryland

RFP Expired

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