Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2628

Government Authority located in Washington, DC; USA based organization looking for expert vendor for call center after hours services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide call center after hours services a telecommunications service provider to provide call center after-hour services for authority properties for normal business hours are from 8:15 AM to 4:45 PM, Monday through Friday.
- Contractor shall provide services handling calls for limited English proficient (LEP) and non–English proficient (NEP) callers;
- Contractor shall address various customer inquiries for information and services using web-based applications developed and operated.
- Contractor's script, system, protocols, and call resolution shall mirror that of customer call center.
- Contractor shall record every call and have durable data maintenance and protection processes; Contractor shall have a Quality Assurance Plan to include staff training, call recording and have durable data management process to ensure optimal customer service.
- Contractor shall relay urgent requests according to automatic instructions and established protocols;
- Contractor shall submit a daily report of work orders submitted and a monthly quality assurance report customer call center supervisor that reports monthly call handling and quality assurance results to include call volume and service levels.
- Contractor shall have the ability to use web-based systems to address customer's requests and to receive and follow established protocols and automatic instructions regarding call dispatching.
- Contractor shall provide additional programming as needed to ensure proper problem determination and call escalation.
- Contractor shall provide a specific point of contact with detailed contact information including phone and email account to receive applicable instructions for dispatching the calls and for call escalation.
- Contractor shall provide reports that include but are not limited to the following abandoned calls, average time in queue, average hold time, call log and record each call: name of caller, time of call, agent that took call, call telephone number and if applicable detailed steps that Contractor took to provide quality customer service using specified protocols.
(2) Approximately call volume will be receive an average of 4,000 calls per month, and capacity to scale (or increase staffing) to answer over 5,000 calls per month.
(3) All the questions must be submitted no later than April 17, 2023
(4) The contract period will be for two years.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Wednesday, 3 May, 2023

Question Answer Deadline : Monday, 17 April, 2023

Category : Call Center and Answering

Country : USA

State : District of Columbia

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