Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2696

Government Authority located in Oregon; 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.
- To provide contact center outsourcing services to augment our member and provider customer service organization.
- Qualified vendors are considered established firms that have a demonstrated record of providing customer support services for health plans.
- maintains contact center services, geographical location with approximately 100 seats. Due to growth and a need for business continuity, Care is looking for third party staff augmentation.
1. Volume Based Delivery and Pricing Model: Care is highly interested in exploring volume-based models that can provide cost benefits while maintaining other essential performance indicators. We are asking that proposers outline optional volume-based models in their proposal.
2. Support Services: Live agent, inbound, and outbound customer support for members, providers, and partners via phone.
3. Language: Minimal accent, bilingual customer service in English and Spanish (approx. 18% of total call volume)
4. Geographical: All services must be provided within the United States or a Territory of the United States (American Samoa, Guam, Northern Marianas, Puerto Rico, and Virgin Islands).
5. Hours of Operation: The vendor is expected to minimally provide services during the specified days and operating hours.
- Medicare:
- Monday-Friday 8:00 AM PST to 8:00 PM PST (April – September)
- Monday-Sunday 8:00 AM PST to 8:00 PM PST (October-March)
- All other lines of business (both member and provider customer service)
- Monday-Friday 8:00 AM PST to 5:00 PM PST
6. Human Resources: The vendor has the responsibility of recruiting, hiring, onboarding, training, coaching, performance management, and offboarding of all necessary contact center personnel lies with the vendor as the employer.
7. Quality Assurance. The vendor will be fully responsible for all quality assurance functions as per the requirements specified by as indicated in the performance requirements
8. Workforce Management. The vendor will be fully responsible for all workforce management functions (forecasting, scheduling, monitoring) of their own personnel, in close partnership with workforce optimization organization and requirements to ensure a single workforce approach.
9. Knowledge Management. will provide all necessary knowledge information sources and management systems. The vendor will exclusively use knowledge and information sources and will refrain from creating standalone information sources.
10. Feedback Management. The vendor will use only customer feedback management technology and processes and will not implement their own mechanisms for collecting customer feedback.
11. Reporting and Analytics. The vendor is required to provide all necessary performance data, analyze it, and leverage data insights to enhance customer experience by offering recommendations for improvement.
12. Contact Tracking and Management. The vendor must use contact tracking process and technology platform exclusively and should avoid introducing their own platform.
13. Tiered Delivery Model. The vendor's delivery model will consist of multiple tiers, including traditional roles such as customer service representatives with various levels of skills, leads and/or supervisors, and an internal help desk or other delivery mechanisms aimed at reducing escalations, reducing transfers, and promoting efficient first contact resolution.
14. Seasonal Demand Fluctuation. The vendor is required to provide a comprehensive plan for managing seasonal demand fluctuations. This plan should effectively balance cost management with the achievement of performance targets during periods of lower demand, such as the summer months, and periods of higher demand, such as the fall and early parts of the year.
15. Special Projects. The vendor is expected to propose a framework, resource model, and implementation plan that will be used to manage special one-time requests from care.
- To partner with a company to provide telephone support services to handle inbound and outbound call volume. Together, this partner will help position Care to respond quickly and accurately to ongoing business needs.
- Customer Experience intends to implement a robust Contact Center staff augmentation solution and is accepting responses to this Request for Proposal
- Deliver a resilient and highly available solution
- U.S. based staffing
- Compliance with all State and Federal regulations
- to locate a service provider that will provide the best overall value to care. While price is a significant factor, other criteria will form the basis of our award decision, as more fully described in the Evaluation Factors
- Vendor managed calls will typically cover items like:
• Eligibility for Medicare and Med

[*] Eligibility:

- Onshore (USA Only)

[*] Work Performance:

- Performance of the work will be Onsite and Offsite.

Expiry Date : Thursday, 15 June, 2023

Question Answer Deadline : Monday, 5 June, 2023

Category : Call Center and Answering

Country : USA

State : Oregon

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