The vendor is required to provide by contact center adjunct services.
- Customer Service Operations Required:
• Providing an information clearinghouse for new and existing agency claimants navigating agency new operating system as well as supporting basic account management activities, as needed.
• Developing and maintaining an adjunct contact center operation either hosted in the bidder’s contact center environment or working within agency current contact center solution platform for up to 120 contact center agents.
• Handling information needs for potential agency claimant inquiries accurately, completely, and timely for a culturally diverse, multi-lingual community on a broad range of complex topics including but not limited to claim eligibility, applications, document requirements.
• Supporting account management and other basic customer service needs.
• Completing any follow-up actions prompted by claimant interactions including recording claimant account information in agency -provided solutions, performing data entry as necessary to log the calls, and any actions taken on behalf of the claimant.
• Hiring, training, and retaining all necessary staff as part of a nimble and scalable agency operation that can accommodate fluctuations in demand.
• Ensuring visibility into vendor operations through the provision of user-friendly reporting tools and accurate operational forecasting.
• Acting as a proactive, collaborative, resourceful partner to agency, through recommending best practices and learnings from other clients, and facilitating consistent communication.
- Selected able to ramp up to 100 dedicated agents with the potential to add 20 - 40 more based on volume.
1. Vendor has the experience and capacity to have an accelerated hiring, training and implementation strategy
2. Forecasted call volume expected to be approx. 4300 calls daily
3. 10-minute handle time (average based on expected translator supported calls)
4. Targeted ASA (Average Speed to Answer) is not to exceed 15-minutes
5. 8-hour workday with potential of expanded hours of operation
- Access to agency solutions (e.g., EMT a browser-based software used by the EMT to manage and maintain claimant data, transactions and records and review basic information related to claimants, to track calls, perform basic account management functions/activities.
- Contract Period/Term: 6 month
- Questions/Inquires Deadline: March 6, 2025