Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2878

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

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide inbound and outbound external call center services to outsource a percentage of our call volume with the goal of reducing our abandonment rates and wait times.
- Call-Center services shall operate during the same hours as CHD: Monday-Thursday 8:00am-6:00pm PST, Friday 8:00am-5:00pm PST.
- maintain an average abandonment rate of 10 % or below and maintain an average call handling, and wait time of 3 minutes or less
- Operators are expected to be able to handle 55 calls in an 8 hour workday
- Vendor will be expected to provide monthly reports tracking call abandonment and call time, number of calls taken by operator, and other data points as available.
- Provide excellent customer service experience in handling a high volume of inbound and outbound calls in an efficient and professional manner
- Be technically savvy in using web-based applications and data entry.
(2) Approximately call volume will be 80,000 calls annually.
(3) All questions must be submitted no later than November 16, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Thursday, 30 November, 2023

Question Answer Deadline : Thursday, 16 November, 2023

Category : Call Center and Answering

Country : USA

State : Oregon

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