Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2599

Government Authority located in Connecticut; USA, based organization looking for expert vendor for consultant to review utility call centers service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide consultant to review utility call centers service.
- Prior to beginning to review calls, familiarize themselves with all applicable statutes, regulations, and Authority decisions, orders, and rulings to understand the information utilities are supposed to convey to customers
- Review fifty (50) calls from each of the five utilities quarterly to ensure the calls comply with all applicable statutes, regulation, and Authority decisions, orders, and rulings
- Document review of all calls, including a brief written synopsis of each call and its compliance
- For any call found to be noncompliant, document each noncompliant portion of the call, including the time in the call at which the noncompliance occurred and, if applicable, transcribe the incorrect information provided to the customer
- Further, for any noncompliant call, provide suggested interrogatories and/or questions to pose to the utility regarding the reason such information was conveyed or not conveyed in the call
- Provide recommendations for improvements to the utilities’ customer interactions and Communications
- Initially call review and reporting may be staggered
- Propose a long-term, formalized process for call auditing, including criteria for determining when call audits should be performed.
(2) A pre-proposal conference will be held on March 29, 2023.
(3) A notice of intent will be due on April 3, 2023.
(4) All questions must be submitted no later than April 10, 2023.

[*] Eligibility:

- Onshore (USA Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Monday, 8 May, 2023

Pre-proposal Conference Date : Wednesday, 29 March, 2023

Question Answer Deadline : Monday, 10 April, 2023

Category : Call Center and Answering, Professional, Consulting, Administrative or Management Support Services

Country : USA

State : Connecticut

RFP Expired

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

If you will obtain monthly subscription for Call Center and Answering, Professional, Consulting, Administrative or Management Support 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.