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CC-2830 - USA (New York) - RFI for Call Center Calls Overflow Services - Deadline September 29,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2830

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

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide call center calls overflow services.
- Surge capacity in agency contact center to assist with extra volume during open enrollment.
- Agents will be handling Tier 1 inquiries (i.e., eligibility inquiries, demographic updates, ID card requests and PCP changes).
- Requirements:
• All agents must speak fluent English,
• All agents must be physically located in the United States,
• The chosen partner must be HIPAA certified.
- Relevant systems:
• Salesforce (CRM/CCaaS platform)
• Calabrio (QA tool)
• Cisco (Call Center Phone System)
(2) All questions must be submitted no later than September 20, 2023.
(3) The contract period will be for one year.

[*] 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 : Friday, 29 September, 2023

Question Answer Deadline : Wednesday, 20 September, 2023

Category : Call Center and Answering, Staffing Services

Country : USA

State : New York

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