Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2546

Government Authority located in California; USA based organization looking for expert vendor for help desk call center operation service and software.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide help desk call center operation service and software that uses smart technologies to improve the quality of our help desk call center operations, improve user satisfaction, and improve tracking of first call resolution.
- Able to record calls but does not provide any kind of AI type features or analysis functions which would allow the city to flag and analyze terms used during calls.
- The solution should be able to determine if the user’s issue was resolved during the call or if it needed to be escalated to another level of support to resolve. The report would provide details about the percentage of calls handled during specific timeframes (30 minutes, 60 minutes, day, week, month, year, etc.).
• Provide first call resolution data in the form of a report.
• Identify call center staff knowledge gaps in the form of a report by flagging keywords used by help desk staff and callers.
• Create 10 new knowledgebase articles for service now based on the knowledge gaps identified.
• Provide a survey at the end of the call and the satisfaction rate of callers is at least 90%.
• Increase first call resolution to at least 50% from months three to six after implementation.
(2) All questions must be submitted no later than January 30, 2023.
(3) An optional pre-proposal meeting will be held on January 25, 2023.
(4) Contract term will be five 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.

Expiry Date : Friday, 10 February, 2023

Pre-proposal Conference Date : Wednesday, 25 January, 2023

Question Answer Deadline : Monday, 30 January, 2023

Category : Call Center and Answering, Software, System and Application

Country : USA

State : California

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