Inbound Call Center And Email Processing

Type: Tender
ID: 1006963
Category: Call Center Services
Title: Inbound Call Center And Email Processing
Clients Approx Budget: Need Best Proposals
Volume of Work: 12 Months Contract
Description: We are US based looking to outsource our requirement of Call Center Service. We are looking for inbound mail, email and call center inquiry processing service. The duration of the contract is 12 months commencing from July 2010 to June 2011.

Scope:
A. Mail Fulfillment:
1. Vendor will zip-sort, bar code and certified domestic addresses for each inquiry, package and address the appropriate response material, and mail within two (2) business days of receipt of request.
2. Fulfillment materials will be provided by the Department at no cost to the Vendor.
3. Vendor will work with the Department’s web site contractor to implement a secure system for automatically electronically transferring all inquiry data to the Vendor on a daily basis.
B. Inbound Call Center:
1. Department controls approximately 120 inbound toll-free telephone numbers with service from the United States, and Canada, 7/24/365.
2. Vendor is required to provide uninterrupted service.
3. Tracking of telephone or electronic response to the Department advertising campaigns is essential. Vendors will capture the name and mailing address of the caller and up to six additional questions determined by the Department..
4. Telephone Inquiries - call center to answer approximately 15,000 +/- calls annually.
5. Electronic Inquiries – In 2009 the call center received 1,270 emails with an average handling time of 5.79 minutes per email.

This is an on shore and off site tender. Interested service providers are requested to contact no later than May, 18, 2010 by courier, post or email. Service providers may have to visit our premises for meetings or briefings. Please refer the attachment for more details.

Country: United States

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