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CC-2866 - USA (Michigan) - Call Center Support Services - Deadline October 26,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2866

Government Authority located in Michigan; USA based organization looking for expert vendor for call center support services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide call center support services.
- Provide call center support services 24 hours a day, 365 days a year to supplement agency’s existing call center.
- The services requested will be primarily after hours, weekends and holidays however during high call volume periods, such as during service outages and the supplier shall provide on-demand call support as required.
- The Supplier will be required to take calls from the media and route accordingly.
- Provide a single point of contact to the agency to ensure continuous operations
- Handle and route on-demand incoming agency calls burstable up to 1,000 calls simultaneously
- Route calls to agency on-call staff or other services such as agency’s 24-hour operations center, outage line, payment line, or to the call center que
- Route calls from media outlets to on-call communications staff.
- Take agency customer calls and accurately enter information into agency’s outage management system through agency’s outage portal
- Handle all calls in an accurate and timely manner
- Maintain call center metrics for adherence to mutually established Service Level Agreement
- to calls received from the Media:
- Receive calls from agency’s Media Line 517-342-1026
- Call information shall be passed on within 10 minutes of receipt
- Between the hours of 7:00 a.m. and 10:00 p.m. EST, information shall be passed on via a text message
- Between the hours of 10:00 p.m. and 7:00 a.m. EST, the information shall be passed on via a phone call
➢ In Person – 91 per day
➢ Kiosks – 1,787 transactions per month
➢ Call Center (normal business hours) 187,837 annually, 751 daily
➢ Call Center (after hours) 16,630 annually; 45 daily
➢ Media Calls – 50 annually.
(2) All questions must be submitted no later than October 19, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Thursday, 26 October, 2023

Question Answer Deadline : Thursday, 19 October, 2023

Category : Call Center and Answering

Country : USA

State : Michigan

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