X
X

CC-2531 - USA (Pennsylvania) - Inbound and Outbound Customer Contact Centre Services - Deadline February 3,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2531

Government Authority located in Pennsylvania; USA based organization looking for expert vendor for inbound and outbound customer contact centre services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound customer contact centre services.
- The agency customer customized community transportation contact center operates weekdays from 7:00 a.m. to 7:00 p.m. and from 7:30 a.m. to 4:00 p.m. on weekends. All calls remaining in the queue after the end of the service day must be handled and processed that same day.
- Reservations are taken through 4pm, weekdays and weekends.
- Third party sponsored transportation is handled through 4 pm, weekdays.
- Same day Inquiries are handled through 7 pm, weekdays.
- The contractor will handle, among others, the following types of services:
- Inbound or outbound call handling.
- Data entry.
- Internal or external customer service.
- Third party agency transportation coordination.
- The customer care special projects primary responsibility is to coordinate and process transportation for third party sponsored agencies. The customer care special projects will be required to provide a compliant level of service to all customers, agencies and employees 365 days a year.
- The customer contact center is typically staffed with the following job classifications: customer care agent 1, customer care agent 2, customer care special projects and customer contact center supervisor.
- The customer care agent 1 primary responsibility is to handle incoming calls, which will be primarily working with the senior and disabled community by arranging transportation. The customer care agent 1 will be required to provide a compliant level of service to all customers as well as agency employees 365 days a year.
- The customer care agent 2 primary responsibility is to support the control center. Handle incoming calls, which will be primarily working with the senior and disabled community handling same day inquiries. The customer care agent 2 will be required to provide a compliant level of service to all customers as well as agency employees 365 days a year.
- Contractor shall generate reports with data on individual and customer contact center performance and they shall be provided on a daily, weekly, monthly, quarterly, semi-annual, annual basis or by special request.
(2) A pre-proposal meeting will be held on January 03, 2023.
(3) All question must be submitted no later than January 10, 2023.
(4) A contract period will be for three years.

[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.

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Friday, 3 February, 2023

Pre-proposal Conference Date : Tuesday, 3 January, 2023

Question Answer Deadline : Tuesday, 10 January, 2023

Category : Call Center and Answering, Staffing Services

Country : USA

State : Pennsylvania

Cost to Download This RFP Document : $ 9

You can either pay for Single RFP/Bid document or Subscribe with Monthly Subscription for whole Call Center and Answering, Staffing Services Category/Categories.

If you will obtain monthly subscription for Call Center and Answering, Staffing Servicescategory/categories, you will be able to access all the RFPs from that Category. Here are the Monthly Subscription offers. So, subscribe for Monthly offers and get rid of Individual RFP payment.

*No commitment =
(1) There is no minimum commitment.
(2) You can subscribe for as less as 1 month and cancel it any time. If you subscribe for annual offer, you can cancel it any time within year.
(3) There is no partial refund policy after Monthly or Annual subscription. You will be required to use services for a Month (Or Year since you have availed discounted pricing).
(4) You can cancel your subscription any-time directly from your PayPal account to stop further recurring charges before next due date.
(5) You will be able to download all RFPs for subscribed Category or Location without any extra cost.

Similar RFPs