Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2870

Non-profit Foundation (Organization) located in Texas; USA based organization looking for expert vendor for inbound and outbound contact centre solutions.

[*] Budget: Looking for Budget

[*] Scope of Service:

(1) Vendor needs to provide third inbound and outbound contact centre solutions.
- The number of monthly calls vary depending on the season.
- An average of 3,644 calls are received per month.
- The average length of a call is 2.5 – 4.5 minutes. Calls should be answered within the third ring. Average hold times can range from 4 minutes on a normal business day up to 25 minutes during an event.
- Provide contact centre support with calls received after hours, weekends, holidays, during normal business hours, and during active Emergency Operations Plan (EOP) events, as needed.
- It is expected for vendor to staff employees skilled in working with outage management systems, researching outages, entering outages, opening trouble calls to be dispatched, and updating outage information as it relates to member’s service location.
- Provide reports on call statistics on the 1st of each month, or the first business day of the month.
- Provide access to a reporting platform allowing for data export including, but not limited to:
A. Date, time, and volume of calls answered, handled, and abandoned for agent queue and IVR.
B. Average and maximum queue times, average call length & talk time for agent queue.
C. Number and percentage of callers with successful database match for agent queue and IVR.
D. Date, time, and PEC member information (name, phone number) of outage reports entered by agents.
- Provide the ability for PEC to view notes entered for agent interactions.
(2) All the questions must be submitted no later than October 26, 2023.

[*] Eligibility:

World-Wide Globle

[*] Work Performance:

Performance of the work will be off-site

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Friday, 10 November, 2023

Question Answer Deadline : Thursday, 26 October, 2023

Category : Call Center and Answering, Global , Remote , Offshore

Country : USA

State : Texas

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