Government Contract | Alabama
CALL CENTER SERVICES

Bid Information


Bid Alert No: 00002561190

Bid Title: CALL CENTER SERVICES

Agency Bid No. Title: RFP-013 -21000000005

Received Date: 04/01/2021

Close Date: 04/09/2021

Purchase Type: Not Stated

Delivery Point: Not Stated, Alabama

Delivery Date: Not Stated

Special Notices: Bidder Preregistration

Specifications

Specifications include, but are not limited to: 1. Recruit and equip a team of experienced full-time call center agents thatare proficient in the unemployment-related tasks set forth in paragraph4 below. Agents must have previous experience working in a call center.Due to the sensitive and urgent nature of the calls that are received,ADOL prefers that the majority of Service Provider staff have at least sixmonths of previous call center experience.2. Possess an established training and learning development programto include seasoned trainers. Train the team of call center agents,supervisors, trainers, QA, and operations manager as needed. ADOLagrees to provide a train-the-trainer session, training material andsupporting documentation. Initial training is to be factored into the setupand implementation fees and ongoing training is to be addressed by thetrainer position priced in the fee table.3. Service Provider will provide staffing and infrastructure to provide claimantsupport through inbound calls for initial UI claims, general information, andbasic issue resolution for claimants.4. The approved list of tasks allowed to be worked by call centerrepresentatives are:a. Verify Claimant Identity;b. Assist with filing Initial Claims;c. Assist with Password Reset;d. Assist with modifying Claimant Contact Information;e. Assist with modifying Direct Deposit Information;f. Refer claimant to other Department resources.5. Service Provider will redeploy and/or recruit and hire staff that have skillsthat demonstrate

Bid Related Documents

Download Document

Product Code: 91520

Agency Information


Issuing Agency: State of Alabama - Department of Labor

State: Alabama

Agency Type: State and Local

Contact: Tina Moore

Phone: 334-242-8061

Email: tina.moore@labor.alabama.gov

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