Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2603

Government Authority located in California; USA, based organization looking for expert vendor for power delivery call center services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide power delivery call center services to provide telephone support services to complement outage management system and interactive voice response system when customers opt out of the call tree.
- The call center will handle call transferred from system to speak with a representative or requesting Spanish speaking assistance.
- The call center will be responsible for inputting water and power trouble related calls into one of two hosted web-based system (one for water and one for power) that will assist the dispatchers in providing the highest level of customer support for interruptions of service, whether planned or forced.
- In the event the hosted web-based system is not available or unreachable, the call center will provide a call detail report for each call. The call center will input customer’s data into a pre-existing call detail template and email completed templates to the dispatch center
- Solution must be readily configurable, with minimal, if any, development required.
- Record all inbound calls and make recordings available to staff.
- 24 hours live operators 365 days a year, 7 days a week.
- During business hours: 8:00 A.M. to 5:00 P.M. Monday through Friday.
- A minimum of 75% of all calls shall be answered within 30 seconds.
- A minimum of 98% of all calls shall be answered within 3 minutes.
- Call center shall provide call support with system interface during water and/or power emergencies.
- English and Spanish speaking operators.
- Callers with an estimated hold time, if applicable
- Callers with an automated call back option for callers who will be put on hold for more than three minutes
- Data must be entered within 15 minutes from received call.
- Send emails with call details to dispatch staff when hosted web-based system is unavailable or unreachable.
- Maintain an archive of such calls for a minimum period of 24 months.
- Call center must decide to send all archive voice and data records per year or prior to purging of system.
- Call center must have bursting capability (the ability to bring in other call centres within the same company to handle the very high call rates) during storms or ultra-high-volume call periods.
- Provide monthly reports that demonstrate whether performance standards have been met. Must be able to provide daily stats.
- Qualifications of call center staff to handle support responsibilities;
- Security and training measures taken to properly handle confidential information- Call center staffing do your sites or offerings include multiple locations or home-based staff
- Provide a profile of what minimum skills and experience employees have while providing service to the call center
(2) A non-mandatory pre-bid meeting will be held on March 16, 2023.
(3) All questions must be submitted no later than March 21, 2023
(4) The contract will be four years.

[*] Eligibility:

- Onshore (USA Only)

[*] Work Performance:

- Performance of the work will be Onsite and Offsite.

Expiry Date : Wednesday, 29 March, 2023

Pre-proposal Conference Date : Thursday, 16 March, 2023

Question Answer Deadline : Tuesday, 21 March, 2023

Category : Call Center and Answering

Country : USA

State : California

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