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CC-2909 - USA (Michigan) - Call Centre Support Services for 7X24X365 - Deadline November 20,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2909

Government Authority located in Michigan; USA based organization looking for expert vendor for Call centre support services for 7X24X365

[*] Budget: Looking for Proposals

[*] Scope of Service:

- 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. In addition, the Supplier will be required to take calls from the media and route accordingly.
• Available staffing 24 hours a day, 365 days a year;
• 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;
• Receive agency customer information regarding Disconnect for Non-Pay (DNP) to determine if callers are shut off for non-payment vs. an actual utility outage;
• 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 with additional requirements as set forth in section 1.4.1;
• Maintain proper staffing levels;
• Take agency customer calls and accurately enter information into agency’s Outage Management System (“OMS”) through agency’s outage portal;
• Handle all calls in an accurate and timely manner;
• Allow agency to change recorded messaging on Supplier’s system if requested;
• Implement a secure connection (such as an IPSEC tunnel) to agency in accordance with agency’s current IT security standards
• Maintain call center metrics for adherence to mutually established Service Level Agreement (“SLA”).
- Customer Service Walk in Lobby staffed 9:00 a.m. – 4:30 p.m. Monday thru Friday (excluding agency holidays);
- Eight 24/7 payment kiosks – two drive-thru and six in-store throughout Lansing area;
- Call Center staffed 7:00 a.m. to 5:00 p.m. Monday-Friday (excluding BWL holidays) utilizing approximately 30 CSRs.    
(2) All the questions must be submitted no later than November 13, 2023.

[*] Eligibility:

Onshore (USA Organization Only)

[*] Work Performance:

Performance of the work will be Onsite/offsite

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Monday, 20 November, 2023

Question Answer Deadline : Monday, 13 November, 2023

Category : Call Center and Answering

Country : USA

State : Michigan

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