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

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