Call Center Tender - Manage & Operate an Existing Call Center (Inbound Services)

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Projects Details:

Type : Tender

Id : 84287243

Category : Call Center

Title : Manage & Operate an Existing Call Center (Inbound Services)

Estimated Budget : Need Best Proposals

Total Requirement : Contract will be For 12 months With the Option of Extensions

Description :

We are USA based organization. We are looking for reputed and qualified firms (From USA Only) to assume management and operation of our existing customer service Call Center. The successful provider needs to operate and manage our existing call center in USA. Our customers often need our assistance regarding complex issues on their cases, what actions could be taken next, and how best to communicate their needs. In calendar year 2007, the average monthly number of calls handled by customer service specialists at our call center was 31,962. For the same time period, the average monthly number of calls to the Interactive Voice Response Unit (IVR) was 191,376.

Scope of services:

1. Answer and respond to all incoming calls to the Call Center.
2. Provide accurate responses to our internal and external customers.
3. Provide all responses to customers in a courteous and respectful manner.
4. Callers dialing the toll-free number have the option to obtaining information from the IVR. Customers using the IVR may obtain general program information and the date and amount of recent payments. Customers may call the IVR twenty-four (24) hours a day, seven (7) days a week, except for periods of system maintenance.
5. Customers may access information on our website including general program information, commonly-used forms, and case-specific payment information.
6. Provide initial and ongoing training to staff on our support processes, customer service techniques and methods, use of personal computers, and ICAR so that responses are accurate, courteous, and timely.
7. Provide an electronic referral tracking system to gather the case number, type of referral, date, reason for call, and receiving office for calls that require follow-up.
8. Attend meetings as requested.
9. The successful provider shall have a quality control (QC) process in place for the operation of the call center.
10. Our organization reserves the right to listen to live calls.
    

The contract will be for 12 months with the option of extensions. Interested providers are requested to send their proposals on or before September 19, 2008 by 3:00 pm. For more details have a look on attachments.

Country : United States

Status : Closed

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