Inbound Customer Service Center

Type: Tender
ID: 1007776
Category: Call Center Services
Title: Inbound Customer Service Center
Clients Approx Budget: Need Best Proposals
Volume of Work: 1 Year Contract
Description: We are US based looking to outsource our requirement of Call Center Service. We are looking for Inbound Customer Service Center. The duration of the contract is 1 year with four (4) one-year renewal options.

Scope:
1. Service Provider is expected to handle 40% of all incoming calls per month while remaining 60% of the total call volume will be handled by our Customer Service Representatives (CSRs). Approximately 1% of calls require a Spanish-speaking CSR.
2. We desire to have all inbound calls answered via the Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) of the outsource Service Provider.
3. Hours of Operation: Service Provider shall provide service pricing for these days and times both with and without Saturday call volume.
a. 7:30am to 5:30pm (Monday through Friday) Central Time
b. 8:00am to 4:30pm (Saturday) Central Time
4. Service Provider shall have the capability of communicating in following ways:
a. Phone (inbound and outbound)
b. IVR System (inbound)
c. Web (inbound and outbound)
d. Live Chat (internally)
e. E-Mail (inbound and outbound)
f. Fax (inbound and outbound)
5. Service Provider shall confirm eligibility by providing:
a. a certificate of corporate good standing;
b. at least 5 years experience providing inbound contact center services for a minimum of 3 clients, at least one of which has an annual call volume meeting or exceeding 600,000 calls within 2 years, including contact information (phone and e-mail) for reference verification.
6. Service Provider shall be required to provide travel and accommodations for Service Provider’s trainer(s) and quality assurance personnel on site at our premises. We will provide Service Provider with updated training manuals and materials. We must approve any training materials (soft and hard copies) developed by Service Provider prior to Service Provider’s use.
7. Service Provider shall have a quality, state-of-the-art infrastructure in place for the contact center in order to provide a high level of reliable service for our customers.
8. Service Provider should be able to demonstrate that it has adequate policies, standards, and processes in place to ensure that our customer data is properly secured and protected
9. Reporting: Daily, weekly, monthly, yearly and other ad-hoc report(s) shall be provided to us.
Preference shall be given to contact centers located within Texas, and further preference shall be given to contact centers located within our area (Zip 77002).

This is an on shore and off site tender. Interested service providers are requested to contact no later than July, 26, 2010, 2:00 PM 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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