Call Center Tender - Tourism Incoming Call Center Services

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Projects Details:

Type : Tender

Id : 42839503

Category : Call Center

Title : Tourism Incoming Call Center Services

Estimated Budget : Need Best Quotations

Total Requirement : Approximately 30,000 Calls per Year

Description :

We are USA based tourism organization. We are looking for reputed and experienced call center provider for our requirement of Incoming Call Center Services. At present we are using toll free numbers to service customer inquiries made in response to our tourism advertising. In the year of 2007 we have received approximately 30,000 calls. The average handle time is between 100-120 seconds per call; handle time usually increases during fall/winter and decreases during the summer. Currently we are paying 0.97USD per minute.

Scope of services:

1. Provide sufficient trained, courteous, live operators answering calls. (6am to 10pm, seven days per week, year-round).
2. Answer 80% of calls in less than 20 seconds.
3. Operators will function as travel counselors. Operators will provide our travel information using our web-based browser interface call center application to the extent that it is possible and appropriate to collect callers information.
4. Provider will handle approximately 30,000 inquiries per year with summer being the busiest season for travel inquiries, followed by fall and spring, with winter being the season of lowest call activity.
5. The provider provides a weekly summary report that includes, from each incoming number, the number of calls handled, abandonment rate, handle time and services levels.
6. The provider shall maintain access to the web-based browser application 16 hours per day, 7 days per week with appropriate levels of redundancy.

We will pay the provider in 12 monthly installments. Payments will be Net 30 days upon proper receipt of the invoice. We need the rate per minute. Interested providers are requested to send their detailed proposal on or before September 9, 2008 at 2:00PM CT. For more details have a look on attachment. Fax and e-mail proposals are not accepted.

Country : United States

Status : Closed

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