Call Center Tender - Call Center Support Services (Inbound & Outbound)

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Projects Details:

Type : Tender

Id : 10388383

Category : Call Center

Title : Call Center Support Services (Inbound & Outbound)

Estimated Budget :Need Best Quotations

Total Requirement : Contract for 3yrs.

Description :

We are USA based organization. We are looking for a call center that will provide adequate telephone coverage (12 hours a day, Monday through Friday) while maintaining a superior service level, strong customer service, and accurate, timely reporting. On a regular basis, call center is expected to handle incoming calls and related outgoing follow-up calls, outgoing

customer satisfaction survey calls, e-messaging, and manual fulfillment requests generated by calls and correspondence.
The call center will respond to incoming calls from participants, beneficiaries, and other third parties that concern (but are not limited to):

1. Account Maintenance
2. Loan Issuances and Repayments
3. Withdrawal Information
4. Service Requests
5. Withdrawal questions
6. Loan questions
7. Account information/status
8. Investment information.

We will provide all the scripts and training material. The contract will be for 3yrs. The estimated call volume for one year is more than 12,40,000 calls per year.

Other Specifications:

1. Days of Operations: The call center is open from Monday through Friday.
2. Hours of Operations: The operation is currently open from 7:00 a.m. to 9:00 p.m. eastern time.
3. E-Messaging activities: The call center will also handle e-messaging processing for the program.
4. Outbound calls: The call center will need to complete outbound calls in association with research, e-messaging, or a special event or unusual situation. We expect outbound call volume to be no greater than 100 per month, and each outbound call will take, on average, five minutes to complete.
5. Call recording: The provider must have the capability to record 100% of incoming and outbound calls and must safely and securely store copies of all recording media.
   

We have attached the pricing table for quotation. Interested providers are requested to send their proposals on or before 30th June, 2008 by 4:00PM Local Time at the given address only. For more details have a look on attachments.

Country : United States

Status : Closed

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