After Hours Helpline Center Service

ype: Tender
ID: 1011763
Category: Call Center Services
Title: After Hours Helpline Center Service
Clients Approx Budget: Need Best Proposals
Volume of Work: 5 Years Contract
Description: We are US based looking to outsource our requirement of Call Center Service. We are looking for After Hours Helpline Center Service. The duration of the contract is 5 years.

Scope:
1. The center must operates 24/7
2. Must be able to receive approximately 35000 calls annually from consumers, community and family members
3. Out of 35000 calls per year an estimated 6000 are after hours calls
4. Services for purpose of answering helpline calls during nights, weekends, county holidays and at emergency closures
5. Center can clearly capture the need of callers and follow outlined procedures for handling calls
6. 3500 USD will be paid per month for upto 350 incoming calls per month
7. After it exceeds 350 calls a month a payment of 11 USD per incoming call will be given by the contractor
8. Client / Consumer complaint resolution procedures
9. Capture the key elements of oral communications with callers and document each call details.

This is an on shore and off site tender. Interested service providers are requested to contact no later than August, 15, 2011 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
Posted Date: 29-07-2011

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