Call Center Services

The Vendor is required to provide professional inbound call center services on behalf of the authority.

Responsibilities

• Manage incoming calls from customers, clients, or stakeholders and provide high-quality, timely, and courteous responses aligned with agency standards.
• As a Call Center Representative, the successful responders should:
• Ensure consistent and professional customer service for all inbound calls.
• Improve customer satisfaction and response times.
• Provide a first-call resolution where possible.
• Extend support beyond normal business hours, if required.

Inbound Call Handling

• Answering all inbound calls made to the designated phone numbers.
• Providing accurate information in response to customer inquiries.
• Logging call details and follow-ups if necessary.
• Escalating complex issues to appropriate internal departments per defined protocols.
• Maintaining a minimum service level to include call time and abandonment.

Call Types (Examples)

• General inquiries
• Directing callers to the agency website to complete online services
• Technical support
• Complaint resolution
• Assisting with completing online processes

Service Hours

• [Define required hours: e.g., Monday–Friday, 8:30 a.m.–4 p.m. EST]
• Ability to scale up for peak periods or emergencies

Languages

• Primary language: English
• Secondary languages (if applicable): [e.g., Spanish, etc.]

Technology Requirements

• Use of vendor’s own call management system or integration with [Your Organization]’s system
• Call recording and reporting capabilities
• Secure data handling, compliant with applicable regulations

Reporting & Analytics

• Daily/weekly/monthly reporting on:
1. Call volume
2. Call abandonment rate
3. Average handle time
4. First-call resolution rate
• Call Answer Rate: ≥ [e.g., 90%]
• Average Speed of Answer: ≤ [e.g., 30 seconds]
• Abandonment Rate: ≤ [e.g., 5%]
• Customer Satisfaction: ≥ [e.g., 85%]
• First Contact Resolution: ≥ [e.g., 80%]

Additional Requirements

• Ability to manage call volumes of 200-300 per day.

- Budget: $150,000.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: December 22, 2025