CC-2651 - USA (Maryland) - Hotline Call Center Operator Services - Deadline May 8,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2651

Government Authority located in Maryland; USA based organization looking for expert vendor for hotline call center operator services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide hotline call center operator services.
- Provide hotline call center operator services for the general public to report allegations of fraud, waste, and abuse in agency programs and operations.
- Agency requires contractor support to establish, staff, and operate a turnkey call center to ensure that incoming calls to the hotline are handled professionally, effectively, and efficiently
- To handle all incoming calls and document information obtained from callers in agency’s hotline complaint intake application.
- Actions and milestone timeline to ensure that sufficient staff will be trained and cleared prior to commencement of Hotline operations
- Call routing and directory tree structure for all calls made to the Hotline, from start to finish.
- Plans for handling unexpected call surges.
- Provide sufficient personnel with the ability to answer and handle calls in Spanish during normal business hours
- Executing approved training, staffing and operating, and quality assurance plans.
- Staffing to process intake for Spanish-speaking callers.
- Actions to ensure that the Hotline remains appropriately staffed to handle incoming calls at an average answer rate of 95% of calls offered.
- Hotline phone operating hours. At a minimum, agency must be available to handle incoming calls from Monday through Friday, from 10:00 AM to 4:00 PM Eastern Time (ET). Outside of these hours, the hotline telephone number must remain
(2) The contract period will be for one year.
(3) This bid is set aside for total small business.
(4) The Hotline receives approximately 230,000 calls annually.
(5) The average call will be approximately seven minutes in duration.

[*] 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 : Monday, 8 May, 2023

Category : Call Center and Answering

Country : USA

State : Maryland

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