Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2625

Government Authority located in Illinois; USA based organization looking for expert vendor for call center outbound service.

[*] Budget: Looking for Proposals

[*] Scope of Service:

Vendor needs to provide call center outbound service.
- To secure a statewide call center to supplement in-person client intake services
- Provide an additional method for low-income clients to request utility bill assistance and other essential services
- Assist callers with completing a universal Request for Services form on behalf of the applicant that will collect demographic, household information and income and utility information to preliminarily determine eligibility
- Provide call center operators to assist callers with completing a universal
- Make outbound calls to callers requesting a callback. Call notes in Vendor’s computer system and will also be prepared to answer inquiries and to provide information
- Drafting an implementation plan: Written procedures and policies to create knowledge base for call center operators and a how-to manual on Help
- Call scripting: Various scripts to follow for frequently asked questions or common topics;
- Follow-up work post-calls to ensure all documentation has been properly submitted and is correctly completed, and that other program and eligibility requirements have been satisfied for each Request for Services form completed on behalf of an applicant or caller
- Review “unreturned customers” lists for agencies statewide and follow up with identified customers;
- Review “denied customers” lists for agencies statewide and follow up with identified customers
- Respond to customer inquiries;
- Address customer complaints
- Additional call center agents may be added, as mutually agreed upon by the Parties, during the contract term to reflect current volume, demand, and need
- operators will navigate each caller through the Request for Services  form and/or provide responses to questions using the script
- Virtual queue and callback to allow callers to either remain on hold or to receive a same-day callback or another mutually agreed-upon turnaround time to be determined;
- Customer service survey option at the completion of call;
- Virtual queue and callback to allow callers to either remain on hold or to receive a same-day callback or another mutually agreed-upon turnaround time to be determined;
- Customer service survey option at the completion of call;
- responsible for creating and maintaining a detailed implementation plan regarding training, functions, and services being provided under the contract.
- To track all inbound calls and the amount of time spent on each call. Erroneous calls shall be deducted from the total calls prior to billing.
- Providing to the Agency daily, weekly, and monthly reports regarding metrics and operator performance, in writing, on the status of the call center, including, but not limited to number of inbound calls, number of outbound callbacks, speed in which calls were answered, call length, handle time per call, hold time per call, number of calls abandoned, number of calls disconnected, number of calls transferred, caller feedback, peak call times, number of referrals to assistance by type of assistance, time of highest/lowest call volume, reason for call (including erroneous calls), from where the callers are referred, number of first time callers, and complete demographics of applicants (including ethnicity, household type, gender, age, race, military status, and income levels), and any other relevant performance data
- provide supervisory staff to oversee the call center and its operators, operations and technical support, call calibration sessions, ongoing quality assurance monitoring, and ready access to executive team members
- Monthly call evaluations for each operator. The vendor will conduct monthly call evaluations of 1% of the calls for each operator as a best practice. The vendor will utilize Quality Assurance Agents to monitor calls
- Hours of operations to provide services to callers between the hours of 8:00 a.m. Central Time and 5:00 p.m. Central Time, Monday through Friday (excluding State holidays).

[*] Eligibility:

- Onshore (US Only)

[*] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Thursday, 13 April, 2023

Category : Call Center and Answering

Country : USA

State : Illinois

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