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:
- Call volume
- Call abandonment rate
- Average handle time
- 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
