Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2699

Government Authority located in Texas; USA based organization looking for expert vendor for contact center customer service and staff processing services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide contact center customer service and staff processing services.
- Provide contact center customer service and processing staff Services to handle all service
- Operate a fast-paced customer service center environment with sufficiently qualified staff who maintain exceptional customer service skills, are attentive to detail, and utilize effective oral, written, and active listening skills.  
- These calls, include, but are not limited to, calls concerning enrollment processing, escalated eligibility, and other service escalations.  
- These calls include, but are not limited to, calls concerning annuities, retirement eligibility, employment after retirement, retirement refunds, 1099’s, and other retirement-related services.
- Those regarding the Social Security Administration and the Center for Medicare and Medicaid Services to the SSA or CMS, as applicable and congruent with health division training and procedures.
- Service level = 90% of calls answered within 20 seconds.
- Interval service level = 80% of 30-minute intervals within coverage hours must meet service level.
- Abandonment rate = During the first sixty (60) days after any Contract resulting from this Solicitation is executed, no more than 5% of calls abandoned by the selected Respondent.  Afterwards, no more than 3% of calls abandoned by the selected Respondent.
- Average handling time = During the first sixty (60) days after any Contract resulting from this Solicitation is executed, all member inquiry calls must be handled by the selected Respondent in the same amount of time as those handled by Health Division staff.
- Quality scores = During the first sixty (60) days after any Contract resulting from this Solicitation is executed, each member of the selected Respondent’s staff must achieve an overall monthly quality average score of 85% or higher.
- System uptime = 99.9%.
- Call blocking = No more than 0.01% of calls blocked by the selected Respondent.
- Provide Services must train a minimum of eight (8) hours per month during normal business hours
- Provide 24/7 support Services.  Normal business hours are Monday through Friday, 6:00 a.m. to 6:00 p.m. Central Time.  After-hours are Monday through Friday, 6:00 p.m. to 6:00 a.m. Central Time and  all day Saturday and Sunday.  
(2) All questions must be submitted no later than June 6, 2023.
(3) The contract period will be for one year.
(4) Call volume is currently estimated at 11,500 per month.

[*] 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 : Tuesday, 20 June, 2023

Question Answer Deadline : Tuesday, 6 June, 2023

Category : Call Center and Answering, Staffing Services

Country : USA

State : Texas

Cost to Download This RFP Document : $ 9

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