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CC-2894 - USA (New York) - 24 X 7 X 365 inbound and outbound Problem Gambling and Addiction HOPEline Services - Deadline September 1,2024

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2894

Government Authority located in New York; USA based organization looking for expert vendor for problem gambling and addiction HOPEline Service.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide problem gambling and addiction HOPEline service.
- Eighty-five percent (85%) of calls and texts should be answered within thirty (30) seconds.
- Average speed to answer within thirty (30) seconds
- Call abandonment rate should not exceed ten percent
- Minimum customer satisfaction rates should be ninety percent
- Provide regular supervision and call monitoring for quality assurance
- Measurements of call center benchmarks the Bidder is responsible for meeting.
- A contingency plan in case of inclement weather, emergencies, electrical failures or other situations must be developed and followed so there will be no interruption in service
- All callers will be assessed for immediate crisis
- Callers will receive motivational interviewing for incoming and follow-up calls by the staff
- Callers looking for treatment services will be referred to the program that is geographically closest, unless special circumstances are identified
- Callers looking for prevention or educational programs will be referred to the prevention program that is geographically and demographically appropriate
- All callers should be asked to participate in a brief caller satisfaction questionnaire at the end of each call
- Caller is requesting written material related to problem gambling and/or addiction
- Develop, implement and maintain a policies and procedures manual for the HOPEline
- Enlist translation services for callers that speak alternate languages;
- Ongoing evaluation and improvements of the HOPEline services, and provide monthly and yearly reports describing performance data and what changes for improvement
- Conduct evaluation of the effectiveness of the HOPEline including quality improvement (QI) measures, and Secret Shopper calls
- Develop and implement corrective action plans for findings in QI measures or Secret Shopper calls
(2) Approximately call volume will be 42,000 calls annually.
(3) All question must be submitted no later than November 14, 2023.

[*] Eligibility:

- Onshore (USA organization Only);

[*] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Sunday, 1 September, 2024

Question Answer Deadline : Tuesday, 14 November, 2023

Category : Call Center and Answering

Country : USA

State : New York

Cost to Download This RFP Document : $ 4

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