Specifications include, but are not limited to: • Call Center will serve to assist Delaware hunters in navigating the Delaware Division of Fish and Wildlife’s Hunter Registration System; • Call Center will provide the ability to record and answer incoming calls with customized greetings or announcements as well as hold messages.; • Call Center will provide Delaware with customer service monitoring tools including ‘ghost phones’ and online access to recorded calls, plus any other tools that are part of Call Center’s standard offerings.; • Call Center will leverage best practice processes and technology to provide high quality support.; • Typical Client call times are predicted to be 1 to 5 minutes with an average of 3 minutes.; • Call Center will receive approximately 18,000 calls per year. Peak call period occurs during two weeks in November when ~30% of total calls for the year may be received. During this two-week period, as many as 1,100 calls may be received in a single day.; • Delaware reserves the right to require the removal of Vendor staff from working on Delaware’s project if employee is not performing to Delaware’s standards.; • Call Center will provide prompt notification services to selected Delaware contact points in the event of a system failure or other defined issue.; • Call Center will maintain all equipment and connectivity to handle call volumes. • Call Center agrees to training updates for significant functionality change; • Call Center will record an introductory message (<60 seconds)that each caller will listen to before being connected to a live operator.; Help Desk Support Services: • Call Center will provide Tier 1 support 24x7x365, including weekend and holiday help desk services.; • Tier 1 Support is defined as: • Call Center staff on behalf of the caller use the Web-based application to: ▪ Obtain a HIP, Deer Registration, Snow Goose Conservation Order number and possibly within the duration of this contract a Turkey Registration number; ▪ Retrieve a lost HIP or Snow Goose Conservation Order number; • From time to time, Delaware and Call Center can mutually agree in writing to alter or modify the types of calls sent to Call Center. Delaware will provide training scripts and/or a Web Training Session and get agreement in writing from Call Center on an assignment date.; • All other calls not defined under Tier 1 will be handled by Delaware, unless otherwise agreed to in writing by Call Center and Delaware.; • Call Center shall provide a single point of contact for all Tier 1 software accessibility and functionality. Call Center will continue to be responsible for all equipment, furniture, and software to set up the help desk center, track the status of calls and emails with “tickets” through resolution of the issue, and to provide the reporting required under this SOW.; • Call Center will work closely with Delaware to manage the ticket process and escalation procedures.; • Call Center will utilize only agreed-to scripts including, without limitation, oral scripts for receipt of the call, and call termination, and written scripts for emails.
