CC-2680 - USA (New York) - Contact Center Services - Deadline May 31,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2680

Government Authority located in New York; USA based organization looking for expert vendor for contact center services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide contact center services.
- Provides a best in class patient experience and accurately handles the call with adequate documentation in the health system’s (Epic) while complying with approved call scripts and workflows and operational processes of the Health + Hospitals Contact Center.
- Adult and geriatric primary and specialty care, pediatric, adolescent and young adult primary and  specialty care, women’s health services, lgtbq plus affirming service and pride centers, long covid, covid center of excellence, dental and after-hours clinician outreach.
- seasonal fluctuations in contact volume, lengthy training requirements due to the complexity of appointment call flows, and an already competitive hiring environment contribute to hiring and staff retention challenges that the chosen vendor must be able to effectively address.    
- Given the training timeline for new representatives (3 weeks training + 1 week on the job training (OJT)), staffing shortages cannot be fixed quickly.
- The new hire process (job posting, interviewing, reference check, offer and acceptance, new class start date, training) generally requires 8 weeks.
- High staff turnover also impacts quality of service and lengthens handle time as new representatives require an adjustment period to gain confidence on training material and independent use of knowledge management tools and systems.
(2) Approximately annual call volume will be 2.6 million calls.
(3) A mandatory pre-bid conference will be held on May 16, 2023.
(4) All questions must be submitted no later than May 18, 2023.   

[*] Eligibility:

- Onshore (USA Only)

[*] Work Performance:

- Performance of the work will be Onsite and Offsite.

Expiry Date : Wednesday, 31 May, 2023

Pre-proposal Conference Date : Tuesday, 16 May, 2023

Question Answer Deadline : Thursday, 18 May, 2023

Category : Call Center and Answering

Country : USA

State : New York

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