Posted Date : February 16,2022
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-2251
Government Authority located in Nevada; USA based organization looking for expert vendor for COVID-19 information and vaccination contact center services.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide a centralized contact center and toll-free number to handle incoming calls in need of assistance with answering questions related to epidemiology and covid-19 response efforts, including, but not limited to, scheduling covid-19 vaccine and testing appointments.
- Able to meet or exceed the 2021 state covid-19 vaccine contact center’s annual total handling of 282,259 inbound calls; 7,654 inbound Spanish calls; 5,214 inbound homebound calls; 16,454 chat requests; 142,986 outreach calls; and 5,758 WebIZ requests
- The vendor’s average speed to answer for an incoming inquiry will be within 2 minutes
- Able to field 550 emails and 22,500 calls or more per week and stay under the 10-minute average handle time
- Able to accept all incoming calls and inquiries, including chats and any forwarded emails from the state WebIZ helpdesk, within 12 hours of receiving the request to provide the needed services to resolve the individual’s needs
- Agency needs a fully functioning covid-19 contact center staffed 7 days a week from 7 a.m. - 8 a.m. PST, the vendor’s staff must have knowledge of call and contact center experience specific to the various types of services requested for covid-19 support, including, but not limited to, language translation services and overall experience with clients and customer services to meet state’s needs
- Vendor shall describe and track non-identifiable quantitative details of client interactions, including, but not limited to: the number of vaccinations scheduled, the type of covid-19 vaccine dose scheduled, vaccine vs non-vaccine questions, appointments scheduled for testing services, inquiries related to testing results and isolation and quarantine periods; inquiries related to contact tracing; inquiries related to therapeutics options; homebound scheduling calls, volume of inbound chats, volume of inbound state WebIZ emails, outreach call campaign to encourage individuals to receive recommended covid-19 vaccinations, outreach call dispositions, and outreach call outcomes.
(2) All questions must be submitted no later than February 28, 2022.
(3) The term of contract will be for one year.
[C] Eligibility:
Onshore (USA Organizations Only)
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: March 25,2022
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-2251
Government Authority located in Nevada; USA based organization looking for expert vendor for COVID-19 information and vaccination contact center services.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide a centralized contact center and toll-free number to handle incoming calls in need of assistance with answering questions related to epidemiology and covid-19 response efforts, including, but not limited to, scheduling covid-19 vaccine and testing appointments.
- Able to meet or exceed the 2021 state covid-19 vaccine contact center’s annual total handling of 282,259 inbound calls; 7,654 inbound Spanish calls; 5,214 inbound homebound calls; 16,454 chat requests; 142,986 outreach calls; and 5,758 WebIZ requests
- The vendor’s average speed to answer for an incoming inquiry will be within 2 minutes
- Able to field 550 emails and 22,500 calls or more per week and stay under the 10-minute average handle time
- Able to accept all incoming calls and inquiries, including chats and any forwarded emails from the state WebIZ helpdesk, within 12 hours of receiving the request to provide the needed services to resolve the individual’s needs
- Agency needs a fully functioning covid-19 contact center staffed 7 days a week from 7 a.m. - 8 a.m. PST, the vendor’s staff must have knowledge of call and contact center experience specific to the various types of services requested for covid-19 support, including, but not limited to, language translation services and overall experience with clients and customer services to meet state’s needs
- Vendor shall describe and track non-identifiable quantitative details of client interactions, including, but not limited to: the number of vaccinations scheduled, the type of covid-19 vaccine dose scheduled, vaccine vs non-vaccine questions, appointments scheduled for testing services, inquiries related to testing results and isolation and quarantine periods; inquiries related to contact tracing; inquiries related to therapeutics options; homebound scheduling calls, volume of inbound chats, volume of inbound state WebIZ emails, outreach call campaign to encourage individuals to receive recommended covid-19 vaccinations, outreach call dispositions, and outreach call outcomes.
(2) All questions must be submitted no later than February 28, 2022.
(3) The term of contract will be for one year.
[C] Eligibility:
Onshore (USA Organizations Only)
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: March 25,2022
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$