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CC-2855 - Canada (Saskatchewan) - Public Call Centre Service - Deadline October 31,2023

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

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