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CC-2532 - USA (New Hampshire) - Call Center Services - Deadline February 3,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2532

Government Authority located in New Hampshire; 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 all calls coming to the bureau of family assistance customer services call center regarding eligibility for all programs covered through the BFA.
- Must act as a call center for the State, receiving and responding to inbound phone calls made to the State for services provided by the State, specifically those eligibility programs administered by the BFA.
- Currently, the BFA Customer Service Call Center receives a monthly average of 50,000 calls.
- A Project Work Plan within 10 business days of the contract effective date.
- Implementation, support and maintenance of an information call center of trained and qualified customer service representatives (CSRs) to assist callers.
- Highly scalable CSR staffing volumes starting with a minimum of 30 full-time equivalent
- Knowledge management, training, coaching and scripts to provide DHHS with skilled CSRs enabling them to give high quality customer service to callers that will return high customer satisfaction ratings.
- Data entry of case-related call information into the State’s new heights system that provides a documented accounting of the caller’s needs, questions and the response and actions taken, as well as information about the caller’s satisfaction. information entered into the system must be detailed enough for any authorized reader to fully understand,
- A project governance infrastructure including status reporting, system reports, productivity reports, operations reports, and other project resources needed to support activities,
- A Training Plan within 10 business days of the contract effective date 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,
- Ability to record customer calls for quality assurance and training purposes.
(2) All question must be submitted no later than January 6, 2023.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

Performance of the work will be offsite.

Expiry Date : Friday, 3 February, 2023

Question Answer Deadline : Friday, 6 January, 2023

Category : Call Center and Answering

Country : USA

State : New Hampshire

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