Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2562

Government Authority located in Nevada; USA based organization looking for expert vendor for fixed route customer service call center service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

Vendor needs to provide fixed route customer service call center service.
- The call center will operate from 7:00 am to 6:00 pm P.S.T. 7 days a week, excluding thanksgiving and Christmas day. The contractor will be required to meet a service level requirement of answering 90% of all calls within two minutes on a daily basis.
-  The contractor will provide a SIP compatible phone system with capacity to accept no less than 24 concurrent calls from the RTC and the ability to queue those calls, all computer equipment, point to point capable VPN connectivity, necessary software, internet service provider and related technical support to operate the call center.
- The supervisory staff will have all of the abilities of the customer service agent and is expected to assist with a difficult customer, urgent situations that might require specialized transit knowledge and resolution skills.
- Daily reports broken down by hour containing the total number of calls, average talk time, total talk time, average wait time, maximum wait time, the total number of calls abandoned, abandonment rate, average handle time and service level percentage.
- The report will separate the English and Spanish queues, providing a total for each and a combined total.
- Monthly reports will contain data for all queues for each day in the month with date, time, calls received, calls abandoned, calls answered, average wait time, maximum wait time and service level percentage.
- The contractor will have a total summary for both English and Spanish queues by day and a grand total summary for the complete month.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Wednesday, 8 March, 2023

Category : Call Center and Answering

Country : USA

State : Nevada

RFP Expired

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