(USA Maryland) Call Center Service
We are Maryland; USA based Government Authority looking for qualified and experienced service provider for Call Center Services.
Type : Tender | RFP
Id : 11497513
Category : Call Center
Title :(USA Maryland) Call Center Service
Estimated Budget :Looking for proposals
[A] Scope of Service:
1) Effectively manage multiple site locations spanning across multiple time-zones as a single, integrated contact center with 24 x 7 availability in English and Bilingual Spanish.
2) Provide contact center operations 24x7 for all U.S. time zones and the infrastructure for effective operations in up to six tiers across the country.
3) Provide efficient operations of a virtual contact center to handle all types of beneficiary inquires via various communication channels including: phone, written correspondence, web chat, email, and fax.
4) Operate contact channels, such as telephone, mail, email, TDD/TTY, fax, and web chat that will offer the same range of services
5) Support outbound communications such as letters, printed materials, email, and alternative media correspondence as needed to respond to beneficiary inquiries
6) Effectively manage call volumes exceeding 15 Million CSR-answered (agent) calls per year
7) Provide training and development to all call center agents and support staff to handle all inquiry types in all communication channels.
8) Ensure that all contact center agents (capacity: 2400 to 4000 agents) are certified and sufficiently prepared to handle inquires via all channels.
[B] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
[C] Eligibility: Onshore (USA)
[D] Budget: Looking for proposals
Interested service providers are requested to submit proposals till May 9, 2011. For more details check attachment.
Country : United States
Posted On :04/13/2011
Price : $16.99 Click here to purchase Buyer contact information
