Call Center Tender - Call Center Services

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Projects Details:

Type : Tender

Id : 20968538

Category : Call Center,Data Research and Analytics

Title : Call Center Services

Estimated Budget : Need best quotations

Total Requirement : Contract for 1year

Description :

We are USA based tourism organization. We are looking for capable and experienced call center providers for our requirements of call center services including inbound, outbound, e-mail and chat service. Advertising is our primary marketing strategy. We advertise to encourage people to choose various travel destinations. We have our toll free numbers for public to gather information on traveling. The flow of calls from electronic advertising is unpredictable. In Fiscal Year 07, our advertising campaign produced more than 120,000 telephone calls.
Scope of work:

1. Provide real-time information processing and on-line reporting.
2. Receive initial training and provide on-going training to in-bound Information Specialists and out-bound Telesales Specialists.
3. Order Calls: This includes the processing of all order calls to our toll free lines (except credit card order calls).
4. Information Calls: This includes all calls to our toll free lines when information is referred to the call and information is captured from the caller, but an order is not made to receive a travel kit.
5. Voicemail Calls/Interactive Voice Response (IVR): This includes all calls (including order calls and information calls) that are retrieved from the voicemail or IVR system by the Information Specialists and recorded into the call system.
6. Callback Calls: A callback occurs when the Information Specialist cannot readily answer or provide the requested information while speaking with the customer; therefore to ensure a quality customer care experience, a callback at a later date and time will be arranged to provide the customer with the information that they have requested.
7. Repeat Calls: A repeat call occurs when a customer calls back to check on the status of previous orders and additional information is referred, or a new order is placed.
8. Credit Card Order Calls: This includes answering and processing calls when an order is placed and the credit card number is received and processed.
9. Call Transfer: This occurs when a caller must be transferred to a County or private sector business line or other toll free line (not at Call Center) to receive more specific information not currently provided by the Call Center.
10. Out-bound Call Center/Telemarketing: This service includes conducting telephone surveys to consumer, tourism industry representations and any other businesses deemed appropriate.
11. Web Transactions: This includes, at a minimum: e-mail messages, text chat sessions, and instant messaging, co-browsing and online forums.
    

The provider must staff the best personals to give best service. The payment will be on monthly basis. We need quotations on per minute basis. Interested providers are requested to send their proposals before 15th April, 2008 to the given mailing address. A pre-proposal conference (not mandatory) will be held on 2nd April, 2008. For more details have a look on attachment.

Country : United States

Status : Closed

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