Call Center Tender - Call Center Services for Airports (Inbound)

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Projects Details:

Type : Tender

Id : 13640699

Category : Call Center

Title : Call Center Services for Airports (Inbound)

Estimated Budget : 200000USD to 300000USD per annum

Total Requirement : Estimated Call Volumes for One Year is About 60000

Description :

We are USA based organization. Our airports authority intends to contract for the provision of call center services to serve both National and International airports. Estimated budget for these services is 200000USD to 300000USD per annum. We are providing both automated voice response (AVR) and live operator response to callers of either airports main telephone numbers to obtain basic information regarding the airports authority and tenant services residing at the airports.

Estimated call volumes for one year is about 60000 and average length of call is about 1.86 minutes. Mandatory hours for live operator response are from 8:00 AM - 10:00 PM, except for designated government holidays at which time hours shall be adjusted to 9:00 AM - 5:00 PM. Automated Voice Response (AVR) is available 7/24/365 and is the exclusive service between 10:00PM and 8:00AM. (To include “leap year” should one apply during the term of the contract).

Call Center Services Includes:

1. The provider shall provide a state-of-the-art call center service to serve both airports.
2. The provider shall provide comprehensive management services to include the necessary labor, equipment and all other related materials required to perform each of the services we required.
3. The call center shall be equipped with appropriate redundancy to mitigate equipment malfunction/outage.
4. The provider shall provide a contingency plan to be implemented in the case of an outage that disrupts the service being provided under this contract.
5. The provider shall furnish a service level agreement (SLA) that guarantees operational uptime of at least 99% during routine call center operations.
6. The provider shall perform monthly inbound traffic studies on their telephone system to ensure validation of call flow and trunk capacity.
7. The provider shall ensure that the appropriate quantity and quality of its staff are available to ensure successful operation of call center operations at all times.
8. The provider shall provide documented qualifications and experience levels of other key personnel to be assigned to the contract.
9. The provider shall provide one or more local or toll-free telephone numbers for airports authority use to obtain technical support, make billing inquiries or obtain customer service assistance and, to secure emergency service.
10. The provider shall maintain a separate and distinct database for each airport.
11. The provider shall assign well trained, professional customer service oriented personnel to manage our needs.
12. At least one multi-lingual representative shall be Spanish speaking and shall be available during all live operator response hours.
    

There will be a pre-proposal meeting (Optional). The provider shall provide monthly billing statements to us not later than ten (10) days after the close of the month to which a billing statement applies for payment. Interested providers are requested to send their proposal on or before 2:00 P.M. local time, July, 14, 2008. For more details have a look on attachment.

Country : United States

Status : Closed

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