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CC-2823 - Canada (Ontario) - Call Centre Infrastructure Services - Deadline September 22,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2823

Government Authority located in Ontario; Canada based organization looking for expert vendor for call centre infrastructure services.

[*] Budget: looking For Proposal

[*] Scope of Service:

(1) Vendor needs to provide call centre infrastructure services to handle incoming inspection requests and log work in Microsoft Dynamics CRM software.
- Receive multiple incoming phone calls made to owned toll-free number (PRI services)
- Support a volume of at least 20,000 calls/year and be scalable to support receiving 140,000 calls/year
- Allow agents to log on/log off, which makes them available/unavailable to take calls
- Route phone calls among available agents, and when all agents are busy, keep callers on hold until the next available agent
- Route phone calls based on skill set of agents
- In case of expected long wait times, provide callers the ability to leave their phone number and hang up, and dial the caller back when an agent is available
- “Hot” and “Cold” transfers between agents or other employees
- Allow agents to dial out
- Enable interactive voice response features to route calls based on type
- Record phone calls
- Allow supervisors to listen in at their discretion, without interrupting call flow
- Produce typical call center KPIs (e.g. average speed of answer, average handle time, etc)
- Email queuing/routing and reporting
- Be delivered 100% over the Internet, i.e. no hardware or software installation on premises
(2) All questions must be submitted no later than September 13, 2023.

[*] Eligibility:

- Onshore (Canada Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 22 September, 2023

Question Answer Deadline : Wednesday, 13 September, 2023

Category : Call Center and Answering

Country : Canada

State : Ontario

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