Call Center Tender - Strategic Planning to Implement Call Center

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Tender Details:

Type : Tender

Id : 15484410

Category : Call Center

Title : Strategic Planning to Implement Call Center

Estimated Budget : Looking for the proposals

Description :

We are USA based Travel Company looking for qualified and experienced service provider (From USA Only) to help us in Implementing our own Call Center for our Travel Services we are currently providing. Turn around time will be 10 months.
Scope of Service
[A] Service provider needs to develop and provide an executive summary which is defined as a brienf summary of the business obejectives, approach, expected costs and service benefits, and risks of the proposed call center project. The Executive Summary shall provide the reader with an overview of the recommendations and analysis and will clearly illustrate the entire picture prior to reading the details.
[B] Service provide needs to provide following:
(1) Full assessment of current call center structure throughout the region.
(2) Summary of services and transportation programs accessed through our organization.
(3) Project goals
(4) Trends of the travel industry (our industry) with regard to call center including recommendations fo model call centers for site visits by our staff and outline of pros and cons of each call center.
(5) Summary of the assessment of state of the art technologies to consider a change in the call center structure including issues that could be resovled and benefits to making a change.
[C] Service provider needs to develop and provide a Project Management Organization (including external resources) overview describing the project management approach, including, but not limited to the following:
(1) Roles and responsibilities
(2) Decision-making process
(3) Management qualifications
(4) Project team organization
(5) Quality assurance strategies
[D] Service provider needs to develop and provide a Proposed Call Center Service Design including, but not limited to the following:
(1) Description
(2) Advantages and Disadvantages
(3) Space Requirements
(4) Basic Layout
(5) Equipment Needs and Costs
(6) Computer Software Requirements
(7) Potential Call Center Site(s)
(8) Comparison of Current and Proposed Call Center Service Design
[E] Service provide will develop and provide a Project Schedule and Work Plan defined as an estimated timeframe, by project phase, for the proposed time investment through implementation. Major tasks and resources required for each project phase and shall be identified, including both external and internal staff resources.
[F] Service provider needs to provide Cost Benefi Analysis (CBA) and Service Benefit An[alysis (SBA).
[G] Service provider needs to provide rationale for the cost estimates and reference document containing the detailed estimates and work breakdown structures. As appropriate, reference the costs incurred by similar investment in other states.
[H] Service provider needs to develop and provide a Final Recommendation based on the research conducted. The recommendation needs to include the rationale for the recommendation and financial evidence that support the recommendation.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to submit proposals on or before November 4, 2009 via post, courier or hand delivery only. This tender is Onshore and Offsite. Provider may have to visit our location for meetings and briefings.

Country : United States

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Call Center Tender -Inbound Call Center Requirement India

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Tender Details:

Type : Tender

Id : 18355066

Category : Call Center

Title : Inbound Call Center Requirement India

Estimated Budget : Looking for the proposals

Description :

We are India based organization looking for qualified and experienced service providers (From India Only) for our requirement of Inbound Call Center. Contract will be for 3 years and extendable for 2 more years depends upon performance.
Scope of Service:
[ A ] We are looking for call centers from the south zone of India (Karnataka, Kerala, Andhra Pradesh, Tamil Nadu and Chennai) to provide inbound call center service for our customers.
[ B ] We are looking for more than 1 service provider and we may select upto 5 call centers to provide service in above 5 states.
[ C ] Supported languages will be as below
1) Karnataka – Kannada, English and Hindi
2) Kerala – Malayalam, English and Hindi
3) Andhra Pradesh – Telugu, English and Hindi
4) Tamil Nadu – Tamil, English and Hindi
5) Chennai - Tamil, English and Hindi
[ D ] Service provider needs to provide 24 X 7 X 365 service.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to submit EOI on or before 12:00 hours by November 11, 2009. This tender is Onshore and Offsite. Provider may have to visit our locations for meetings and briefings.

Country : India

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Call Center Tender - Inbound Call Center & Customer Support Service

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Tender Details:

Type : Tender

Id : 12358451

Category : Call Center

Title : Inbound Call Center & Customer Support Service

Estimated Budget : 30000000 to 70000000 GBP

Description :

We are UK based organization looking for qualified and experienced service provider for our requirement of Inbound Call Center and Customer Support Service. Service provider will receive telephone calls and e-mails and service provider needs to handle. Contract will be for 5 years and extendable for 2 more years. Our approximate budget is between 30000000 to 70000000 GBP.
Scope of Service:
A) In 2008-2009, we have received approximately 1700000 contacts via telephone and emails.
B) Service provider will receive inquiries and they need to handle those accordingly as per FAQs, that will be provided by us.
C) Service provider may needs to provide 24 X 7 X 365 services.
D) All the agents must be well trained. We will provide all the training modules.
E) Information captured from the callers must be stored securely. We need 100% data security.
Payment terms are negotiable. Interested service providers are requested to contact us on or before October 23, 2009 to participate in this Tender and PQQ will be issued accordingly. This tender is Global and Offsite. Provider may have to visit our locations for meetings and briefings.

Country : United Kingdom

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Call Center Tender - Simple Telephone Survey

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Tender Details:

Type : Tender

Id : 29935969

Category : Call Center

Title : Simple Telephone Survey

Estimated Budget : Looking For Best Proposals

Description :

We are an Ireland based organization, inviting tenders from qualified and experienced service provider to perform Survey. We work to protect consumer interests and provide comprehensive awareness and education services to help them make good purchasing decisions etc. We need services to perform a nationwide survey to gather information on household expenditure of various households across Ireland. The survey can be performed by any medium i.e. via Telephone, Face-to-Face, online or a specific combination of these.
Scope of Services:
1) Service Provider will be required to provide a set of data by conducting a nationwide survey of Ireland.
2) Methodology: The survey can be conducted via telephone or by any other means. Service Provider is free to specify the type of technique to be used, such as telephone surveys, face-to-face, online or a specific combination of these.
3) The information to be gathered will concentrate on six to eight main areas of household expenditure. Besides that, the survey will collect demographic information about the household and its disposable income.
4) Data on household type should be collected, including numbers of adults and dependents. Respondents would also be asked how many adults are working, unemployed or retired.
5) Sample size: Service Provider should specify the sample size to be used. The initial survey must have a minimum sample of adults (aged 18+) from 1,000 different households. This must be a representative national sample of households, with the sampling process adhering to best practice.
6) Format of deliverables: Data outputs will be deliverable as either Excel spreadsheets or .csv text files.
7) Intellectual property: We will retain the copyright of and the right to use and re-use the survey data collected in this project.
8) Quality assurance: We expect a full Quality Assurance to be completed before handover of the survey data.
9) Project management: We requires the highest standards of project management to ensure on-time and on-budget delivery.
We are looking for Best Proposals. Interested Service Providers are requested to send their responses to this tender electronically and by post or courier as well, on or before October 5, 2009 by 17:00 Hrs. This Tender is Global and Offsite. Provider and its key personnel may have to visit our location for meetings, briefings and other important purposes.

Country : Ireland

Status: Closed

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Call Center Tender - Customer Survey

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Tender Details:

Type : Tender

Id : 47485255

Category : Call Center

Title : Customer Survey

Estimated Budget : Looking For Best Proposals

Total Requirement : Contract of 5 Years

Description :

We are a USA based organization, soliciting proposals from qualified and experienced service provider to perform telephone and mail surveys among 3 of our customer groups. We are seeking assistance in obtaining feedback from our customers regarding the quality of services provided by us. We are looking to enter into a contract beginning November 2, 2009 and ending June 30, 2011.
Scope of Services:
1) Employer Surveys:
a) Conducted in November and May of each year with a report being issued after each survey (hard copy or PDF). Reports should include, but are not limited to; graphs, summary tables including mean and standard deviation, list of all comments, and a dissatisfied customer list.
b) We will mail the surveys to the employers.
c) Completed surveys will be sent directly to Service Provider. We expect Service Provider to provide the return envelopes with its (Service Provider’s) address and bill us for the cost.
2) Injured Worker Survey:
d) Conducted two times a year (November and May) with a report being issued after each survey (hard copy or PDF). Reports should include, but are not limited to; graphs, summary tables including mean and standard deviation, list of all comments, and a dissatisfied customer list.
e) We will supply Service Provider with a list of names and telephone numbers. Service Provider would then contact as many of those individuals as the Service Provider can by phone to conduct the survey.
f) Reports should provide satisfaction for each category as well as overall satisfaction (all categories).
3) Injured Worker Survey – Effectiveness of Rehabilitation programs:
g) Conducted quarterly with survey conducted one month after quarter end. A report to be issued after each survey (hard copy or PDF). Reports should include, but are not limited to; graphs, summary tables including mean and standard deviation, list of all comments, and a dissatisfied customer list.
h) We will supply Service Provider with a list of names and telephone numbers. Service Provider would then contact as many of those individuals as Service Provider can by phone to conduct the survey.
4) One month timeframe will be provided to conduct each of above survey.
5) Service Provider will bill us after each completed survey.
We are looking for Best Proposals. A list of questions asked about the specification, along with the answers can be found with the Tender Documents. Interested Service Providers are requested to send their proposals on or before October 2, 2009 by 14:00 Hrs (Local Time) on given address. This tender is Global and Offsite. Provider may have to visit our location for meeting and briefings purposes.

Country : United States

Status : Closed

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Call Center Tender - Inbound Call Center for Transportation Services

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Tender Details:

Type : Tender

Id : 20242981

Category : Call Center

Title : Inbound Call Center for Transportation Services

Estimated Budget : Looking for the proposals

Total Requirement : Contract of 5 Years

Description :

We are USA based transportation organization looking for qualified and experienced service provider for our Call Center Requirement. Service provider needs to receive calls from our customers during business hours regarding our transportation services and provide them booking and cancelation services. Contract will be for 5 years.

Scope of Service:
(A) Approximate volume of the calls will be 475000 calls per year.
(B) Service provider needs to receive calls and make booking for our customers for Transportation Services.
(C) Service provider needs to also provide cancelation services by receiving calls.
(D) Service provider needs to handle calls between 8 am to 5 pm local timings on 7 X 365 basis. These timings can be changes as per our policy.

We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to contact us on or before September 30, 2009 via post, currier or hand delivery only. This tender is Global and Offsite. Provider may have to visit our location for meeting and briefings purposes.

Country : United States

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Call Center Tender -USA Inbound Call Center Service for University

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Tender Details:

Type : Tender

Id : 92834353

Category : Call Center

Title : USA Inbound Call Center Service for University

Estimated Budget : Looking for the proposals

Total Requirement : Contract of 2 Years

Description :

We are USA based well-known University looking for qualified and experienced service provider (From USA Only) for our requirement of Inbound Call Center Service. Contract will be for 2 years and extendable for 1 year depends upon performance.
Scope of Service:
A. ) Call Center must be located within 48 continental of United States. All calls must be answered within the 48 continental United States.
B. ) Service provider should be able to handle high call volume like 100000 to 1000000 calls with 10 consecutive days of notice from the University.
C. ) Service provider needs to provide 24 X 7 Service including holidays. If the University decides that a 24/7 schedule is not required then Interactive Voice Response (IVR) for non-coverage hours will be required.
D. ) Service provider must have more than one call center and back-up generators in all locations in the event of an electrical outage.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to submit proposals on or before October 2, 2009 via post, courier or hand delivery only. Last date for Question Answer is September 21, 20009. This tender is Onshore and Offsite. Provider may have to visit our locations for meetings and briefings purposes.

Country : United States

Status : Closed

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Call Center Tender - National Survey Services

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Tender Details:

Type : Tender

Id : 49399687

Category : Call Center

Title : National Survey Services

Estimated Budget : Looking for the proposals

Description :

We are New Zealand based organization looking for qualified and experienced service provider (Only from New Zealand) for our requirement of National Survey services. Telephone interview needs to be conducted for Communications Effective survey and Fire Knowledge survey to assess awareness regarding fire safety issues and improvements made in household as a result of advertising. Contract will be for 3 years.
Scope of service:
A) Communications Effective Survey: To be conducted Quarterly.
1) Telephone questionnaire which is 10 minutes long.
2) Questions focused on fire safety awareness through media advertising.
3) Survey to include around 700 people of all ages.
4) Outcome to be delivered in pdf file or MS Word.
B) Fire Knowledge Survey: To be conducted Annually.
1) Telephone questionnaire which is 15-20 minutes long
2) Survey to cover 400 people for 8 regions across the country.
3) Survey results to be provided by printed and electronic version.
This is an Onshore and Offsite tender. Any questions about the contents of the RFT must be directed before 29th September, 2009. We are looking for best proposals. Interested service providers are requested to submit proposals no later than 6th October, 2009 up to 12:00 Hrs via post, currier or hand delivery only.

Country : New Zealand

Status : Closed

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Call Center Tender -Simple Telephonic Survey Campaign

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Tender Details:

Type : Tender

Id : 52402292

Category : Call Center

Title : Simple Telephonic Survey Campaign

Estimated Budget : Looking for the proposals

Total Requirement : Contract of 3 Years

Description :

We are UK based organization looking for qualified and experienced service provider for our requirement of Simple Telephonic Survey Process for UK. Contract will be for 3 years.
Scope of Service:
A) Service provider needs to conduct telephonic survey within UK during normal business hours. B) We will provide calling leads and training materials with questions to ask.
C) We would like to conduct market research via telephonic survey. Service providers needs to undertake telephone surveys of residents on a number of issues affecting their local area.
D) Each telephonic survey will be between 10 to 20 mins.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to contact on or before 19:00 Hrs on September 16, 2009 via our secured website submission. This tender is Global and Offsite. Provider may have to visit our location for meetings and briefings.

Country : United Kingdom

Status: Closed

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Call Center Tender - Customer Support Services through Inbound/Outbound facilities

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Tender Details:

Type : Tender

Id : 17492753

Category : Call Center

Title : Customer Support Services through Inbound/Outbound facilities

Estimated Budget : 29380000 INR

Total Requirement : Contract of 2 Year

Description :

We are a Maharashtra; India based organization, looking for qualified and experienced service provider (From India Only) for operation of Call Centre. Call Centre services will have both Inbound and Outbound capabilities and include range of services to be provided i.e. customer support services; handling queries, complaints and efficient resolution; cross-sell and up-sell products and solutions, etc. Initially the Contract will be of 2 years with an option to extend it further for 2 years. Our Estimated budget for this work is 29380000 INR.
Scope of Services:
1) Service Provider needs to provide customer support services through Inbound and Outbound facilities which could range from entertaining queries, complaints, up-selling of products and solutions via telephone, responding emails, SMS, voicemails, etc.
2) Volumes:
a) No. of Calls to be attended: Approx 15 (per hour)
b) Approximate no. of Customer Relation Agents (CRAs): 115
c) Team Leader/Supervisor: 8
d) Trainer: 1
e) Call Centre Manager: 1
The no. of Calls to be attended may fluctuate and no. of Customer Relation Agents may increase / decrease by 50%
3) Call Centre Services will be operative on 24 X 7 X 365 basis and there would be 4 shifts of 8-hours each.
4) Service Provider needs to manage and monitor all the Call Centre operations, training, transportation (pick & drop of CRAs), etc. to match required standards of services.
5) Service Provider needs to submit the daily attendance sheet and other required reports.
6) Service Provider’s agents will be required to interact with customers in English, Hindi and Marathi.
7) All the Services will be provided at our premises.
Payment terms are negotiable. Interested service providers are requested to contact us on or before September 18, 2009 by 11:00 Hrs via post, courier or hand delivered only. Cost of tender document is 2306 INR. EMD for this tender is 587760 INR. This tender is Onshore and Onsite. Please review the attachment for more details.

Country : India

Status: Closed

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Call Center Tender - After Business Hours Inbound Call Center Service

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Tender Details:

Type : Tender

Id : 20256191

Category : Call Center

Title : After Business Hours Inbound Call Center Service

Estimated Budget : Looking For Best Proposals

Total Requirement : Contract of 1 Year

Description :

We are USA based organization looking for qualified and experienced service provider for our requirement of after hour’s telephone answering service. Service provider needs to attend inbound calls after business hours, weekends and on federal holidays. Contract will be for 1 year.
Scope of Service
A) We are providing 24 X 7 X 365 days customer services. Service provider needs to handle calls which are received after business hours.
- Monday to Thursday – 4:30 pm to 7:00 am next day
- Friday 4:30 pm to Monday 7:00 am
- 9 USA federal holidays
B) Service provider will receive approximate 150-200 calls per month after business hours and those needs to be addressed immediately as per our FAQs, which will be provided by us.
C) We are currently in the business where customer will contact us to report the emergency situation so all calls should be address carefully.
Payment terms are negotiable. Interested service providers are requested to contact us on or before 14.30 Hrs on September 11, 2009 via post, currier or hand delivery only. This tender is Global and Offsite. Provider may have to visit our location for meetings and briefings purposes.

Country : United States

Status: Closed

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Call Center Tender - USA Inbound Call Center Service

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Tender Details:

Type : Tender

Id : 83768371

Category : Call Center

Title : USA Inbound Call Center Service

Estimated Budget : Looking For Best Proposals

Total Requirement : Contract of 1 Year

Description :

We are USA based organization looking for qualified and experienced service provider (From USA Only) for our requirement of Inbound Call Center Service. Service provider needs to answer telephone calls on occasional basis. Contract will be for 1 year.
Scope of Service:
A) Service provider needs to attend calls between 5:00 am to 7:00 pm PST.
B) Approximate daily volume will be 1500 calls per day.
C) We will prefer service provider to provide call center service within the state of Washington.
D) Service Provider needs to make necessary provisions to record all calls received.
F) We will provide necessary training and FAQs to answer the calls.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to contact us on or before 16:00 Hrs by September 2, 2009 FAX, currier, post or hand delivery only. This tender is Onshore and Offsite. Provider may have to visit our locations for meetings and briefings.

Country : United States

Status: Closed

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Call Center Tender - Telephone Answering Services

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Tender Details:

Type : Tender

Id : 12184560

Category : Call Center

Title : Telephone Answering Services

Estimated Budget : Looking For Best Proposals

Total Requirement : Contact of 1 Year

Description :

We are a USA based organization, looking for qualified and experienced service provider (From USA Only) for our Call Centre requirements. Call Centre services include receiving incoming calls during closure of Medical Treatment Facility (MTF) and Contacting after duty or on-call available (MTF) Provider and convey message. Initially the contract will be of 1 year with an option to extend it further for 4 years.
Scope of Services:

1. Hours of Operation: Service Provider needs to entertain all incoming calls from Monday through Friday between 4:00 PM to 7:00 AM (as per our Local Timings) and for 24 hrs on Holidays and Weekends.
2. Estimated Call Volume: Monday through Friday (4PM-7AM) and Holidays Average 20 calls/night. Weekends Average 35-40 each day. 2-3 Minutes each call.
3. Service Provider’s Telephone Representatives will contact after duty or on-call available Medical Treatment Facility (MTF) Provider and convey message.
4. Service Provider needs to make necessary provisions to record all calls received.
5. Forms required in the performance of services will be provided while equipment, labor etc. is to be managed by service provider to perform such services.
6. Service Provider’s personnel shall read, speak, understand, and write English.
   

We are looking for Best Proposals and Payments terms are negotiable. Interested service providers are requested to contact us on or before August 27, 2009 by 16:00 Hrs via Email, Fax or mail (post). This tender is Onshore and Offsite. Provider may have to visit our location for meetings and briefings purposes. For more details, look for attachment.

Country : United States

Status: Closed

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Call Center Tender - 24 X 7 Call Center Services

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Tender Details:

Type : Tender

Id : 78778227

Category : Call Center

Title : 24 X 7 Call Center Services

Estimated Budget : 161695 USD

Total Requirement : Contract of 2 years

Description :

We are a USA based organization, looking for qualified and experienced service provider (From USA Only) for our Call Centre requirements. These services include forwarding calls and/or providing referral services for all incoming calls. Contract will be of 2 years. Our Estimated budget for this work is 161695 USD
cope of Services:

1. Service Provider needs to maintain all labor, supplies, equipment and materials to perform telephone answering and referral services.
2. Forwarding calls and/or Referral services: Service Provider’s agents need to forward all calls at concerned office or department to concerned officer.
3. Call Centre services will be provided on 24 X 7 x 365 (Holidays are not Excluded).
4. Service Provider needs to provide a toll free telephone number to call.
   

Payment terms are negotiable. Interested service providers are requested to contact us on or before August 26, 2009 by 15:30 Hrs via post, courier or hand delivery only. This tender is Onshore and Offsite. Provider may have to visit our location for meeting and briefings purposes.

Country : United States

Status: Closed

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Call Center Tender - After Hours Telephone Answering Service

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Tender Details:

Type : Tender

Id : 75046327

Category : Call Center

Title : After Hours Telephone Answering Service

Estimated Budget : Looking for proposals

Total Requirement : Contract of 1 Year

Description :

We are USA based organization looking for qualified and experienced service provider for our requirement of after hours telephone answering service. Service provider needs to attend inbound calls after business hours, weekends and on national holidays. Contract will be for 1 year and extendable for 2 more years depends upon performance.
Scope of Service:
A) We will forward our calls to service provider’s designated number.
B) Service provider needs to manage local number or toll free number and we will route our calls on that number.
C) Approximate volume of the inbound calls will be 400 calls per month.
D) Approximate volume of the outbound calls will be 300 calls per month.
E) Call volume can be increase or decrease by 25% or more.
F) Service provider should be able to provide full time telephone answering service during periods of emergency such as hurricane or flood.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to submit proposals on or before 10:00 Hrs on August 18, 2009 via Post, courier, Hand Delivery or FAX only. This tender is Global and Offsite. Provider may have to visit our location for meetings and briefings purposes.

Country : United States

Status: Closed

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Call Center Tender - Call Center Requirement

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Tender Details:

Type : Tender

Id : 13954606

Category : Call Center

Title : Call Center Requirement

Estimated Budget : 2000000 INR

Total Requirement : Our estimated budget is 2000000 INR.

Description :

We are Maharashtra, India based organization looking for qualified and experienced service provider (Only from India) for outsourcing our requirement of operation of Call Center (CC). Our estimated budget is 2000000 INR.
Scope of Service:

1. The Call Center will be operating in three shifts in a day working 24/7 for all seven days a week.
2. Ensuring that the CC software application supplied by us is installed and deployed.
3. Getting the personnel trained on the Software.
4. Day-to-day operations management of the CC. Handling customer complaints- a) Supply related complaints b) Billing queries
5. Reporting: a) Daily Reporting b) Escalation Reporting
6. Marketing Activities: a) Payment Reminders b) Marketing services
7. Basic amenities to the service provider’s call center team including air-conditioned office space, chairs, redundant power supply, telephone/mobile line etc will be provided by us.
8. Payment of operational expenses viz. monthly telephone/mobile bills, rent and electricity costs will be done by us.
9. Service provider would be required to setup the CC software in the premises provided by us.
   

We are looking for the best proposals and payment terms are negotiable .This is an onshore and onsite tender. Cost of tender document is 1040 INR Only. EMD is required of 20000 INR. Interested service providers are requested to contact no later than 10th August, 2009 up to 13:00 Hrs by courier, post. Service providers may have to visit our premises for meetings or briefings. Please review the attachment for more details.

Country : India

Status: Closed

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Call Center Tender - Call Center & Back Office Support Service

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Tender Details:

Type : Tender

Id : 25202783

Category : Call Center

Title : Call Center & Back Office Support Service

Estimated Budget : Looking for Proposals

Description :

We are USA based organization looking for service provider (From USA Only) for our requirement of Design & Development, Implementation, and Maintaining of marketing, Public Relations and Outreach Strategy Plan, Data Management System, Web interface, and Call Center.
Scope of Service:
(A.) Customer Service Requirements
- Service provider will receive correspondence via telephone, e-mail, post and online inquiry from our website. We will provide training materials for this. The call center shall answer questions from customers from our approved FAQs.
(B.) Data Management
- Service provider will be responsible for the compilation of Data received in proper manner received via calls, emails or fax.
(C.) Web Interface
- Service provider may needs to provide support for our updating our Websites on regular basis.
(D.) Marketing
- Service provider needs to work in the areas of Design & Development, Implementation, maintain of marketing and public relation and provide them customer support.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to contact us on or before 13:00 Hrs on August 25, 2009 via our secured website submission. This tender is Onshore and Offsite. Provider may have to visit our locations for meetings and briefings purposes.

Country : United States

Status: Closed

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Call Center Tender - 24x7 Inbound Customer Service

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Tender Details:

Type : Tender

Id : 20517127

Category : Call Center

Title : 24x7 Inbound Customer Service

Estimated Budget : Looking for Proposals

Description :

We are an Australia based organization, looking for qualified and experienced service providers (only from Australia ) for our requirement to support our 24x7 Inbound Customer Service. We are looking for a service provider(s) who can provide cost effective and efficient operation and management of Inbound Call Centre Services which includes call receipt, answering of customer enquiries, etc. Contract will be of 2 years with an option to extend it further for 2 years.
Scope of Services:

1. General Services:
   a) Service Provider needs to provide general information to customers (information to be provided by us). And transfer enquiries to us when required.
   b) Record specific information from customers in databases and forward this information through to us daily. This Includes: Issuing reference numbers over the phone to eligible customers, etc. and all this information needs to be provided in an excel sheet on daily basis.
2. Volume of Calls: Approximate no. of calls received during 2007/2008 was around 168293 calls (This information provided is only a guide, however actual no. of calls received may vary)
3. Call Taking:
   a) Ability to produce and provide a changeable recorded message for each telephone line upon initial answer [to provide advice/advertising information etc] when required.
   b) Enquiries answered from a prepared list of operating procedures [scripts will be updated when required].
   c) All calls voice recorded and archived for 3 months to allow post call review/clarification/training when required.
4. Data Information:
   a) Reference information is to be provided from databases supplied by us in answering customer enquiries.
   b) Ability to forward requests/tasks by email/sms/phone/fax and a combination of these when required [action maybe time of day specific].
   c) Record information in databases for batch uploads to us [excel format].
   d) Back up of all data
5. Mail Services: Mailing brochures / forms / applications etc as a result of enquiries, both electronically [e.g. email and fax] and by conventional methods.
6. Focus on Improvement: Opportunities for reducing call handling times are to be identified and reported on at quarterly Business Review and Development meetings.
7. Reporting Requirements: Regular detailed reporting [daily/weekly/monthly/other adhoc reporting as required] to be provided in an excel format.
8. System Requirements: The Service Provider shall state the level of security compliance that the Call Centre Systems have been accredited to. Call Centre Systems may be subject to complete testing and review by us prior to implementation.
   

Payment terms are negotiable. Interested service providers are requested to send their proposal on or before 11th August 2009 2.00 pm via post, courier and hand delivered only. This tender is offshore and offsite. For more details have a look on attachment. Provider may have to visit our location for meetings and briefings.

Country : Australia

Status: Closed

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Call Center Tender - Call Center Service

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Tender Details:

Type : Tender

Id : 11570576

Category : Call Center

Title : Call Center Service

Estimated Budget : 600000 INR

Description :

We are India based organization looking for experienced and qualified service provider (From India Only) for our requirement to handle our Call Center in Jalgaon, Maharastra. Service provider needs to handle inbound calls from our Customers. Contract will be for 1 Year.

Scope of Service:
A) Service provider needs to handle various inquiries and complains from our customers with best solution related to our business.
B) Service provider needs to provide 24 X 7 X 365 service.
C) We have capacity of 3 seats in our Call Center. Service provider needs to provide upto 3 executives per shift.
D) We will required 3 executive, 2 executives and 1 executives respectively for operations. So, service provider needs to provide 6 call center executives per day for our routine business.

Our approximate budget is 600000 INR and payment terms are negotiable. Interested service providers are requested to contact us on or before 13:00 Hrs on July 28, 2009 via post, currier or hand delivery only. Cost of Tender Document is 1040 INR Only. EMD (Refundable) INR 6000 is required. This tender is Onshore and Onsite.

Country : India

Status: Closed

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Call Center Tender - Survey for Customer Satisfaction Data

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Tender Details:

Type : Tender

Id : 92677049

Category : Call Center

Title : Survey for Customer Satisfaction Data

Estimated Budget : Looking for Proposals

Description :

We are Australia based organization looking for qualified and experienced service provider for our requirement to conduct a survey for Customer Satisfaction. We are providing insurance and risk management service. Contract will be for 1 Year.

Scope of Service:
A) Service provider needs to conduct survey within Australia during normal business hours.
B) We will provide inbound toll free number, where customers can call and submit their feedback.
C) We will provide email access, where customers can submit feedback via e-mail.
D) Service provider also needs to visit our locations, events and functions for the Survey.
E) Service provider needs to submit final customer satisfaction report of the survey after conducting survey.
F) Service provider needs to design their own sets of questions to ask for conducting customer satisfaction survey.

We are looking for the best proposals and payment terms are negotiable. Interested service provider are requested to contact us on or before 14:00 Hrs on July 28, 2009 via our secured website submission. This tender is Onshore and Offsite. Provider many have to visit our locations for meetings and briefings purposes.

Country : Australia

Status: Closed

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