Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2863

Government Authority located in Virginia; USA based organization looking for expert vendor for airport information call and directory support services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide airport information call and directory support services includes both Automated Voice Response (AVR) and live operator response to callers dialing the main telephone numbers of both.
- Incoming call inquiries are transparently routed to an automated menu-directed voice response System
- primary responsibility of the Contractor’s Service Desk is to resolve the caller's inquiry or request with a high level of user and customer satisfaction.
- The mandatory hours for daily operation and live operator responses are from: 07:00 a.m. to 10:00 p.m. Eastern Standard Time (EST), except for designated Federal government holidays; at which time, hours shall be adjusted to 09:00 a.m. to 05:00 p.m. (EST). AVRs shall be available seven (7) days a week, and 24-hours a day for 365 or 366 days per year; and shall be the exclusive call center services overnight between 10:00 p.m. to 07:00 a.m.
- Call Center that the Contractor provides shall be equipped with appropriate redundancy and back-up equipment to mitigate equipment malfunctions or system outages.
(2) A pre-proposal or pre-bid conference will be held on October 11, 2023.
(3) All questions must be submitted no later than October 17, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Monday, 6 November, 2023

Pre-proposal Conference Date : Wednesday, 11 October, 2023

Question Answer Deadline : Tuesday, 17 October, 2023

Category : Call Center and Answering

Country : USA

State : Virginia

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