Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2851

Government Authority located in Uttar Pradesh; INDIA based organization looking for expert vendor for call center manpower services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

Vendor needs to provide call center manpower services.
- Call takers shall perform the following task:
- Receive and respond to inbound calls. Do Outbound Calls (if necessary)
- Capture all relevant data related to the calls in the existing software of 1090 Helpline Call Center and act as per norms of the WPL1090 System
- Identify the Type of complaint and act accordingly
• They will work in 03 Shifts and will be responsible for all the tasks of Call Takers in their respective shifts
• Coordinate and supervise the daily activities of the call center, including training, staffing, scheduling, and maintaining quality standards
• Provide input to performance evaluations, and recommend disciplinary action
• Assist in identifying and resolving operating problems related to call centering, scheduling, and process implementation
• Oversee time off/vacation requests for the call takers
• Collect and generate phone stat data. Report and share with leadership and call center staff weekly; utilizing data to assist in recognition, coaching, mentoring, and goal setting
• Work with the IT department to resolve technology issues in the call center
• Act as liaison between call center staff and others within the agency Responsible for 1090 Calls data collection, analysis, and reporting as per the requirement of the WPL1090
• Other administrative duties as assigned by WPL1090

[*] Eligibility:

Onshore (INDIA Organization Only)

[*] Work Performance:

Performance of the work will be Onsite / Offsite

Expiry Date : Friday, 6 October, 2023

Category : Call Center and Answering, Staffing Services

Country : India

State : Uttar Pradesh

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