Specifications include, but are not limited to: • Providing turn-key, full service Call Center capabilities • Providing staff year round sufficient to meet demand 24/7/365 for calls and unforeseen emergencies or spikes in volume on an as-needed basis. • Providing call center management, workforce management, training and other services related to managing a best in class call center • Staffing a problem reporting number on a 24/7/365 basis to accept trouble reports from the State. • Providing inbound and outbound live operator services • Utilizing various technologies provided by INDOT to complete inquiries and requests • Training staff on and disseminating scripted information to be provided by INDOT • Entering information related to each call into INDOT service management tool • Define, develop and produce automatic reports for key performance indicators • Test plan that incorporates but is not limited to call flow testing and user acceptance testing • Go Live on planned and agreed date and time • Attending regularly scheduled Service Level Management meetings • Performing continuous service improvement on all call center services
