CALL CENTER STAFFING AND MANAGEMENT SERVICES
CALL CENTER STAFFING AND MANAGEMENT SERVICES
- Posted on:2010-7-22 8:27:09
- Maximum number of days the project is available for bidding:2010-8-12
- The Development Cycle of the project:to be discussed
- Approximate budget allocated to the project:to be discussed
We are based in TEXAS, USA and we are requesting proposals from qualified and experienced service provider (FROM USA ONLY), for Call Center Staffing and Management Services. The term of contract will be for 24 Months and may get renewed for two (2) additional one (1) year periods.
SCOPE OF WORK:
1) Service Provider shall furnish staff to provide the following services for the different call types listed below:
a) Information Calls 鈥?this includes all calls when information is given to or captured from the caller, but a service request is not made.
b) Voicemail Calls 鈥?this includes all calls that are retrieved from the voicemail system by the Call Takers and recorded into the call system.
c) Callback Calls 鈥?a callback occurs when the Call Taker cannot readily answer or provide the requested information while speaking with the customer and will arrange a callback at a later date and time with the caller.
d) Data Entry 鈥?keying the date of information received into database for all calls received into the call center.
e) Provide data content and order input of calls, services and programs into the database.
2) All the scripts and materials used in all projects will be developed and approved by us. Service Provider shall conduct all call handling, and work with us to develop effective call scripts for various departments and programs on an ongoing basis.
3) Service Provider shall present itself to all customers as our unit and not as a private contractor. Service Provider鈥檚 role must be transparent. Only our names and logos will be permitted on information distributed to Customer Service Center customers.
4) Service Provider shall have the ability to add/divert trained staff to handle increasing/decreasing call volume during peak/off periods in compliance with performance standards.
Queries (if any) shall be submitted on or before August 2, 2010. Deadline for receipt of proposals is August 18, 2010 by 14:00 Hrs (local time). This tender is ONSHORE and OFFSITE, i.e. Service Provider from / in USA can propose for this Tender. Interested service providers are requested to contact us as soon as possible with their profile via project@chnsourcing.com.
