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CC-1603 - USA (California) - Inbound and Outbound Call Center Services - Deadline February 12,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1603

Government Authority located in California; USA based organization looking for expert vendor for inbound and outbound call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 x 7 inbound and outbound call center services,
- Contractor will adequately staff its Call Center during those hours of operation, primary call center to cover early and late shifts to ensure appropriate coverage during peak and off periods,
- Open Enrolment periods: Monday through Friday from 7:45 am to 9:30 pm; Saturday from 7:45 am to 7 pm. With 24-hour notice, provide staff to remain open until midnight Monday through Saturday or be open on Sundays from 8 am until midnight, or any extended hours of operation beyond these hours,
- Special Enrolment periods: Monday through Friday from 8 am – 6 pm and Saturday 8 am- 5 pm, Pacific Time
- 250 and up to 1,200 full-time equivalent (voice, chat, and data entry) staff to perform voice, chat, and data entry services,
- Call types will vary but will typically include inbound calls consumers, calls from Medi-Cal consumers; and calls related to application creation, application maintenance, password reset, application status, also require seasonal outbound calls as needed,
- Data entry includes but is not limited to input, processing, and updates to paper applications; call backs related to paper applications, verification forms and documents; agent verification, and other data entry or verification work.
(2) All the questions must be submitted no later than January 28, 2020

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 12 February, 2020

Question Answer Deadline : Tuesday, 28 January, 2020

Category : Call Center and Answering

Country : USA

State : California

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