CC-2534 - USA (California) - Inbound and Outbound Third-Party Call Center Services - Deadline January 23,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2534

Government Authority located in California; USA based organization looking for expert vendor for inbound and outbound third-party call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound third-party call center services.
- Handle between 12,000 to 15,000 calls per month.
- Call center support to handle approximately 12,000- 15,000 inbound and outbound customer calls per month. Specifically inbound or outbound calls shall be primarily advised customers of payment plans.
- Support hours of operations shall be Monday to Friday 7:30 to 4:30 pm pacific standard time.
- Support of these calls shall be in English and Spanish.
- Vendor is expected to provide summary and detailed call center performance reporting.
- Adhere to current call center key performance indicators (KPIs) to include average handle time (AHT), quality assurance (QA), productivity, wrap-up or call disposition and any other KPI as determined. Current KPIs are as follows:
- Average handle time (AHT) is 6 minutes, 41 seconds (0:06:41). This included after call work average of 30 seconds (0:00:30).
- BPO supervisor shall be assist their staff with escalations and questions in partnership with LBU call center leadership staff. Supervisor shall be expected to conduct 1:1 and team huddles periodically to ensure agency expectations are reiterated and being met.
- Selected vendor is responsible for recruiting and training qualified staff. Invoicing shall begin once hired staff begin to handle agency customer calls.
- Selected vendor shall adhere to agency call handling processes, job aides, call guides and training material when interacting with agency customers.
(2) Monthly average call volume in 2022 is 175,000 calls.
(3) A mandatory pre-proposal meeting will be held on January 10, 2023.
(4) All question must be submitted no later than January 16, 2023.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Onsite and Offsite.

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Monday, 23 January, 2023

Pre-proposal Conference Date : Tuesday, 10 January, 2023

Question Answer Deadline : Monday, 16 January, 2023

Category : Call Center and Answering

Country : USA

State : California

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