Looking to work on Call Center Projects? Find here new projects everyday.
ITMatchOnline.com is the easiest way to find right partners across the world.
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 16833382
Category : Call Center
Title : 24*7 Customer Care Solutions
Total Requirement : Contract for 3yrs.
Description :
We are Canada based organization looking for an experienced call center provider for our 24*7 customer care solutions. Call center provider will handle extremely high call volumes during periods of extended and extensive power outages. These are typically caused by storm systems passing through our Province. The contract term would be 3yrs. with two 1yr. options to renew. We required best quotations in Canadian dollars only.
Under normal outage conditions, the systems and processes we have in place are capable of processing 10,000 to 15,000 calls per hour. During major storm or other large outage events, this capacity may not be sufficient. A recent heavy winter storm period during the months of November 2006 to January 2007 demonstrated that our existing capacity cannot process the extremely high call volumes often seen in these circumstances. During peak times in this period we were experiencing 35,000 to 37,500 calls per hour. In a normal year there are approximately 150,000-200,000 trouble calls, and during the recent storm season there were over 500,000 call attempts during the eighteen days at the height of the storms and their aftermath. All outage related calls are made from our toll free number.
The scope of work as given as below:
Budget Estimate : Need Best Quotations
Country : Canada
Status : Closed
We are Canada based organization looking for an experienced call center provider for our 24*7 customer care solutions. Call center provider will handle extremely high call volumes during periods of extended and extensive power outages. These are typically caused by storm systems passing through our Province. The contract term would be 3yrs. with two 1yr. options to renew. We required best quotations in Canadian dollars only.
Under normal outage conditions, the systems and processes we have in place are capable of processing 10,000 to 15,000 calls per hour. During major storm or other large outage events, this capacity may not be sufficient. A recent heavy winter storm period during the months of November 2006 to January 2007 demonstrated that our existing capacity cannot process the extremely high call volumes often seen in these circumstances. During peak times in this period we were experiencing 35,000 to 37,500 calls per hour. In a normal year there are approximately 150,000-200,000 trouble calls, and during the recent storm season there were over 500,000 call attempts during the eighteen days at the height of the storms and their aftermath. All outage related calls are made from our toll free number.
The scope of work as given as below:
- The Service Provider’s proposed solution has the overall capacity to handle customer calls by the application of technology, service offerings and/or process changes.
- The proposed solution provides a seamless and secure interface with our existing customer service and outage communications technologies in order to exchange information between our departments, call center & our customer.
- All activities of call center can be tracked with real-time monitoring and reporting to enable business decisions, such as resource allocation, during large outage events.
- All information of customers must be stored securely.
- Call Center solutions must be available for 24 hours a day 7 days a week, and capable to turning off or on in real time.
- Calls processed by the call center that require interaction with a call centre agent have the option of being returned to our call centre. Service provider should explain the process flow for a successful connection back to us or alternate treatment if that is not possible due to busy signals or other connection issues.
- Selective call back – An option to provide automated selective call backs to customers (e.g. on power restoration).
Budget Estimate : Need Best Quotations
Country : Canada
Status : Closed
Are you interested to work on this project? Post your contact details Now! Click Here
No comments:
Post a Comment