Onsite Inbound Telephone Answering Campaign in Nebraska

Title : Onsite Inbound Telephone Answering Campaign in Nebraska

Id : 36258692

Estimated Budget : Looking for proposals

Description :

We are Nebraska; USA based organization looking for qualified and experienced service provider for our Onsite Inbound Telephone Answering Service.

[A] Scope of Service

(1) Service provider needs to operate and manage a customer service Call Center. We are looking to partner with a Contractor who offers commitment to customer service, innovative management solutions, dedication to quality, and Call Center experience.
(2) Based on the statistics generated from the current Call Center, the monthly call volume is estimated to be approximately 150,000. Approximately 80% (120,000) calls will be handled by the VRU and 20% (30,000) will be directed to the Call Center. Anticipated staffing is 25-35.
(3) Auto-answer all incoming calls to the Call Center. If auto-answer is not operable, all calls should be answered by the 3rd ring.
(4) Answer all incoming calls to the Call Center. No more than 5% of callers shall receive a busy signal or abandon the call. This requirement will be based on a monthly average.
(5) Answer and provide necessary follow-up on all incoming calls. No more than 10% of non-required transfer calls shall be referred to the field offices for further action. This requirement will be based on a monthly average.
(6) Initial queue time for all incoming calls shall not exceed 4 minutes. This requirement will be based on a monthly average.
(7) All calls shall be completed within 4 minutes based upon a monthly average.
(8) If a caller needs to be placed on hold, hold time shall not exceed 4 minutes and a caller should not be left in the hold state for more than 2 minutes before checking back with the customer.

[B] Work performance (Onsite OR Offsite): Performance of the work will be Onsite. Service provider needs to perform the on our own office premises.

[C] Eligibility: Onshore (USA Only), Companies from USA and those who are having registered branch office or Point of Contact in USA can apply.

We are looking for the best proposals and payment terms will be according to government law. Interested service providers are requested to submit Letter of Intent to Bid on this Tender on or before March 8, 2010. Last date to submit proposals is March 26, 2010. This tender is Onshore and Onsite.

Posted On (mm/dd/yy) : 02/03/2010

Country : United States

Status : Closed

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