Call Center Services

The Vendor is required to provide for an external call center agency to provide call agent staffing for the organization Monday-Friday, 9:00am-5:00pm ET.
- The call center agency will be responsible for answering and fielding all phone calls as well as responding to voicemails to agency from its nearly 105,000 members and many more viewers that watch its free public broadcasting.
- External call center must maintain sufficient data-security measures for all call agents (in-person and/or remote) and must annually provide a current PCI DSS Attestation of Compliance for Service Providers, under PCI DSS v4.0(x) or the then-current version, covering the services proposed for agency, including applicable telephony, call recording, CRM/ticketing, payment-processing, remote-agent, and subcontractor environments.
- The external call center must not store payment-card data, CVV/CVC, sensitive authentication data, or payment information in recordings, transcripts, voicemails, tickets, notes, or quality-assurance tools. The external call center shall not record any portion of conversations whereby PII or payment-card data is shared by agency donors.
- All call agents must be able to provide the following functions within the systems:
• Account changes such as changes to name, preferred salutation, physical mailing address, email address(es), phone number(s), and communication preferences
• Documenting premium gifts needed
• Cancellation of recurring donations
• Processing of new donations, including if a donor would like a new card or bank account on file, upgrade their donation, or downgrade their donation
• Passport Status look up
• Passport Award
• Passport Membership extensions
• Data entry from pledge line
• Documentation of all changes with action logs and notes within the systems
• Receipting
- Reporting on calls answered, calls missed, response rate per agent, tickets resolved, and other relevant metrics must be provided on a weekly basis, presented by daily results.
- Recordings of call agents, masking all donor PII, must be provided upon request to ensure quality control.
- Payment-Card and Donor-Data Incident Response.