Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2641

Government authority located in New York; USA based organization looking for expert vendor for inbound and outbound public health call center services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide inbound and outbound public health call center services to provide a call center staffed with clinicians and non-clinical agents to handle inquiries and questions on health matters from the public and healthcare providers, and, by scaling services, to participate in public health-related initiatives and emergencies.
- Operating call center services staffed by reps from 7:00 am to 11:00 pm up to seven days a week and by clinicians from 9 am to 9 pm up to seven days a week.
- Answering questions about vaccine safety and side effects
- Answering questions about health issues of concern to caregivers
- Staffing and maintaining an agile, scalable call center able to receive inbound calls and place outbound calls.
- Calling hours should include 1 am to 9 am and 5 pm to 1 am, Monday through Friday, and 24 hours a day on Saturdays, Sundays, and holidays.
- Providing all technological equipment and applications needed to run a robust call center, including telephonic and computer systems which would allow call center staff to access web portals and webforms for a variety of public health-related purposes.
- Recording all calls and maintain recordings.
- Managing and assuring the quality of call center operations by monitoring performance and taking actions to improve service quality.
- Recording all calls and saving recordings.
(2) The estimated call volume will be responding to an estimated 40,000 inbound calls monthly from the public and 8,000 inbound calls and make an estimated 20,000 outbound calls per month for targeted public health initiatives.

[*] Eligibility:

Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 26 May, 2023

Category : Call Center and Answering

Country : USA

State : New York

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