Estimated Budget : 360000 USD
Total Requirement : Contract of 3 Years
Description :
We are based in USA and we are requesting proposals from qualified and experienced service provider for Automated Outbound Calling Campaigns. We are engaged in the generation, purchase, transmission, distribution and sale of electrical energy. We serve approximately 600,000 residential and commercial electric customers in our 900 square mile service area. In response to this RFP, Service Provider shall identify all third party solutions by feature name or solution and a single, consolidated billing solution and a single point of contact for problem reporting and escalation. Initially, the contract will be of 3 years with an option to extend it further for 1 year. Our estimated budget is 360000 USD.
Scope of Services:
1) Service Provider shall provide all labor, material, and equipment required to perform the Service described as: Automated Outbound Calling Campaigns.
2) Service Provider needs to support our multiple outbound campaigns which include but are not limited to: Proactive outage notification and status updates, Payment reminders, Delinquent account collections, Life Support customers outage notifications – utilized during the event of planned or unplanned outages, Voluntary energy curtailment, Appointment reminders, Marketing campaigns, Employee communications (during disasters).
3) Customers will be contacted through various mediums like outbound calls, SMS text, and email.
4) Service Provider must have the capability of placing an outbound communication, authenticating the caller (i.e. utilizing right party verification), tailor the message and/or process based on the customer’s response. If the right party is reached, the call will be transferred to our IVR for further handling. The inbound call must reflect the ANI (Automatic Number Identification) of the customer.
5) A list of phone numbers will be provided by us. The list of numbers must be tested prior to issuing an SMS text to ensure messages are sent only to cell phones (no land lines).
6) The Call Centre must enable us to access, control (including contact ratio), and administer the campaigns at all times (24X7).
7) Service Provider’s application must have the ability to transfer the customer to the Verizon 800 network owned by us and pass the customer’s ANI.
8) The proposed outbound notification campaign application must provide electronic and printable reporting on all communication types.
9) A SMS Gateway service must be provided by Service Provider. The solution will be automated and directly integrated with our systems. This service must be implemented via a technology “independent” API. The service must support two way texting communications, error reporting in both direction, and call receipt acknowledgment.
10) Service Provider must provide a dedicated server for us to ensure secure file transfer method for all data transfers to and from us and secure customer hosted data.
11) We provide outbound calling service in both English and Spanish. The proposed applications must support both languages.
12) The customer must have the ability to opt in or opt out from receiving email communications or SMS text messages.
Interested Service Providers must submit their responses via post or hand delivery only, on or before December 23, 2009 by 17:00 Hrs (local time) on given address. This Tender is Onshore and Offsite.
RFP/Solicitation Details
Email Id : tbullar@smud.org
Name : Tasha Bullard
Company Name : Sacramento Municipal Utility District (SMUD)
Designation : Contract Administrator
Address : Supply Chain Services Office, PO Box 15830, 6201 S Street,
City : Sacramento
State : California
Country : United States
ZipCode : 95852-1830
Phone : +1-916-732-6205
WebSite : http://www.smud.org
RFP Document
http://downloads.rfpmart.com/call_center/USA_Automated_Outbound_Calling_Campaigns.pdf
