Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2855

Government Authority located in Saskatchewan; Canada based organization looking for expert vendor for public call centre service. 

[*] Budget: Looking for proposal. 

[*] Scope of Service:

(1) Vendor needs to provide public call centre service.
- Public Call Centre operations to a call centre Vendor with extensive
experience and expertise in the area of inbound call management and as such is requesting
proposals from Vendors to provide the services of a Public Call Centre (PCC) to handle telephone inquiries
- Toll-free contact number through various forms of media (radio, print, web, mail outs, etc.).
- 80% Answered <20 seconds
- 80% of calls are answered within 20 seconds or less
- 3% or fewer of calls are abandoned
- 98% first call resolution
- 2% call escalations
- Support callers with special needs by using a device such as TTY (Text Telephone), a device that  allows individuals who are deaf, hard of hearing, or speech-impaired to use the telephone to communicate by typing text messages
- Provide music on hold
- Offer recorded announcements
- Provide contact information (name, address, telephone number, etc) to those electors who wish  to speak with someone locally within their constituency at one of Saskatchewan’s 61 returning  offices;
- Escalate calls to other support networks
- Handle telephone inquiries through a FAQ (Frequently Asked Questions) process and escalating  inquires that cannot be answered
- Prior experience with providing call centre services for a high call volume
- Ability to expand quickly to accommodate an increasing call load during an election, while
maintaining customer service quality
- Total Calls
- Calls answered;
- Calls answered in service level;
- Service level percentage (Grade of Service);
- Total abandons
- Abandon rate percentage;
- Answer rate percentage;
- Average speed of answer;
- Calls answered within 20 seconds
- Percentage of calls answered in 30 seconds
- Average talk time;
- Average work time;
- Average call handle time;
- Provide a list of telephone numbers for all 61 constituency returning offices
(2) Call volume will be take telephone calls from the roughly 800,000+ eligible voters
(3) All question must be submitted no later than October 20, 2023. 

[*] Eligibility:

Onshore (Canada organization Only);

[*] Work Performance:

Performance of the work will be Offsite 

Expiry Date : Tuesday, 31 October, 2023

Question Answer Deadline : Friday, 20 October, 2023

Category : Call Center and Answering

Country : Canada

State : Saskatchewan

RFP Expired

You can either pay for Single RFP/Bid document or Subscribe with Monthly Subscription for whole Call Center and Answering Category/Categories.

If you will obtain monthly subscription for Call Center and Answeringcategory/categories, you will be able to access all the RFPs from that Category. Here are the Monthly Subscription offers. So, subscribe for Monthly offers and get rid of Individual RFP payment.

*No commitment =
(1) There is no minimum commitment.
(2) You can subscribe for as less as 1 month and cancel it any time. If you subscribe for annual offer, you can cancel it any time within year.
(3) There is no partial refund policy after Monthly or Annual subscription. You will be required to use services for a Month (Or Year since you have availed discounted pricing).
(4) You can cancel your subscription any-time directly from your PayPal account to stop further recurring charges before next due date.
(5) You will be able to download all RFPs for subscribed Category or Location without any extra cost.