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CC-2843 - USA (Florida) - Inbound and Outbound Third Party Call Center Service - Deadline October 30,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2843

Government Authority located in Florida; USA based organization looking for expert vendor for inbound and outbound third party call center service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide inbound and outbound third party call center service to assist in handling inbound and outbound calls regarding collections and severance related processes such as payment extensions, pending disconnects or reconnects, as well as other call types such as high bill and stop service.
- This could also include additional administrative tasks such as responding to customer emails, completing water leak adjustments and customer service reports.
- OUCs peak season months run from June thru September.
- OUCs peak call volume days include Mondays and days after holidays.
- OUCs peak calling hours include 10:00 a.m. thru 2:00 p.m.
- Fiscal year 2023 approximately 12,000 contacts per month.
- Combination of residential (99%) and commercial (1%) accounts.
- Average contacts per day 600.
- Hours of operation:
- Monday thru Friday: 7:00 a.m. to 6:00 p.m. or until all queues are clear.
- Saturday and Sunday: Closed.
- Major Holidays: Closed.
- Language Mix: 75% English / 25% Spanish.
(2) All question must be submitted no later than October 04, 2023.
(3) A contract period will be for three years.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Monday, 30 October, 2023

Question Answer Deadline : Wednesday, 4 October, 2023

Category : Call Center and Answering

Country : USA

State : Florida

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