Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2640

Government Authority located in Massachusetts; USA based organization looking for expert vendor for field operations temporary inbound call support services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide field operations temporary inbound call support services.
- To engage a third-party staffing solution to provide limited scope support answering inbound calls in order to augment existing agency staff while agency continues to expand its staffing levels through hiring.
- Provide inbound call support services under the direction of agency during regular hours of operation. Hours of operation are currently 8 a.m. to 5 p.m. Eastern Time, although it is possible that reduced hours of approximately 7.5 hours per day would be required
- A minimum of at least 15 FTE call agents should be made available for work at all times during the hours of operation, unless otherwise directed by agency, although the vendor may need to have more FTEs in their roster to accommodate third-party call agent time off.
- A limited number of project management FTEs to manage coordination with agency around staff onboarding, training, technology needs, issue escalation and remediation, and data/reporting.
- Provide program support and operations consulting services in the form of program management, business process design, training, data analytics and reporting, and Call Center resources and related technology in order to supplement the work of the agency staff who are fielding a dramatic increase in incoming calls from Commonwealth residents who are seeking shelter under the Emergency Assistance program.
- Deploy customer service representatives to answer inbound calls, document the call notes and route accordingly.
- Handle calls and document the call details in the case management intake form.
- Periodically monitor calls handled by Vendor customer service representatives and analyze them to improve performance.
(2) All questions must be submitted no later than April 18, 2023.

[*] Eligibility:

Onshore (USA Organizations Only)

[*] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Wednesday, 26 April, 2023

Question Answer Deadline : Tuesday, 18 April, 2023

Category : Call Center and Answering

Country : USA

State : Massachusetts

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