Outreach Contact Center Service

Type: Tender
ID: 1011612
Category: Call Center Services
Title: Outreach Contact Center Service
Clients Approx Budget: Need Best Proposals
Volume of Work:
Description: We are US based looking to outsource our requirement of Call Center Service. We are looking for Outreach Contact Center Service.

Scope:
1. Procurement of 24/7 Contact center service
2. Too-free number will be provided for broad range of users including service members, caregivers, clinicians, leaders, community members, educators, researchers
3. Provide a call triage service to answer and direct calls to the appropriate specialty area, when needed
4. Contact center staff will handle various types of calls including:
- routine requests for information
- questions about symptoms a caller is having, and helping a caller find appropriate health care resources
5. Provide Outreach/Transition support via email, instant messaging, or reference to the website
6. Answer all calls within 8-10 seconds of the first ring, assuming that the above-referenced surge notification has been received
7. Provide weekly report including:
• Number of total incoming calls
• Number of calls answered
• Number of calls answered within 8-10 seconds
• Number of calls abandoned
• Number of calls placed on hold for longer than 2-3 minutes
• Number of calls completed successfully (to the caller’s satisfaction)
• Number of call backs completed etc.

This is an on shore and off site tender. Interested service providers are requested to contact no later than July, 25, 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: 14-07-2011

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