Call Center Tender - In-Bound Call Center Services for Radio Operator

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Projects Details:

Type : Tender

Id : 14502054

Category : Call Center

Title : In-Bound Call Center Services for Radio Operator

Estimated Budget : Need Best Quotations

Total Requirement : Contract for 5yrs.

Description :

We are USA based organization. We are operating radio services. We are looking for call center providers for our requirement of In-Bound Call Center Services for 5yrs. We are conducting two or more fund drives per year. Three separate statewide on-air drives were consolidated into one. An eight-day drive is anticipated to generate over 4,000 phone calls. The time on-air asking for pledges will be about 12-15 hours per day, however this will vary. In the past each station has created their own call center by using volunteers. As many as 17 volunteers were used during peak call times and as few as 3 were used during slow times, to handle 2,200 calls. We anticipate this number to increase due to the increased number of phone calls expected.

Call Center Requirements:

1. Accessible at Multiple Locations: We will be pitching on-air from the three stations around the state. Each studio will need access to current, up-to-date information as the drive progresses.
2. Flexible Time Periods: As part of the drive strategy, time periods are established and specific goals are assigned to each section. We need a center that has the ability to work with our specifications.
3. Ability to Handle Time Specific Information: Challenges/member incentives are offered for limited time periods and change frequently throughout the day. The system must be able to handle the changing information and report progress on these incentives. (E.g. A goal of $5,000 in pledges must be raised in a one-hour time period to receive $2,500 match. System must report progress on the goal and amount remaining in that time period).
4. Customer Service Orientation with Understanding of Nonprofit or Member Support Organization (pref. Public Radio or Television Experience): Members sometimes like to call in not only to pledge but to visit about what they like/dislike about the station or programming.
5. Accurate Data Entry: We will be importing the data back into our system, it will be important that errors are kept to a minimum to speed this process.
6. Provider’s systems and/or data provided must be compatible with our in-house membership management software.
7. Script Development: Provider will work with us to develop a script when answering calls. Script needs to be clear, concise and responsive to callers. It must also meet the general fund raising needs and address issues of importance to us and the donors.
8. We will transfer our established 800 number for the call center to use for in-bound calls.
9. Confidentiality: It is important to protect the personal information of our donors. Please describe the measures your company takes to ensure personal information is safe.
   

The payment will be on monthly basis. Provider can give per call or per minute price. Interested providers are requested to send their detailed proposal on or before July 9, 2008 3:00 P.M. For more details have a look on attachment.

Country : United States

Status : Closed

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