Scope of Services A. First-Tier Support i. The contractor will provide first-tier support by answering all inbound calls from claimants. ii. Inquiries will primarily involve basic questions related to claim status, documentation requirements, general information about the UI program, or technical assistance. iii. For each call, the contractor should determine whether the inquiry can be resolved at the first point of contact or if it needs escalation to NDOL staff for follow-up. iv. The contractor should ensure efficient management of the call queue to minimize hold times and ensure calls are answered timely. Callers should not wait more than 3 minutes in the queue. v. The contractor shall notify the NDOL POC if the queue wait time exceeds 3 minutes and provide the corrective action plan. vi. If the queue wait time exceeds three minutes, the contractor will provide the wait time and an estimated time for the claimant to receive a callback. vii. Contractor should ensure that all customer interactions are handled with courtesy, professionalism, and respect. viii. Contractor should use clear and empathetic communication techniques to assist claimants. ix. Contractor should collect and track customer feedback, aiming to resolve any dissatisfaction promptly and professionally. x. Contractor shall develop and implement an after-call survey. The survey shall be approved by the state before first utilization. Survey results will be provided to NDOL. B. Customer Relationship Manager (CRM) i. Contractor shall provide and utilize a CRM system to document claimant information. ii. Contractor will collect the following information and document this in the CRM and the NDOL NEworks system: Caller name, phone number, last four (4) of their social security number, the reason for the call (call disposition), a clear, detailed, and accurate summary of the issue/call, and if applicable, the scheduled callback time. iii. CRM should be easily configurable (configurations made within 24-48 hours of NDOL request). iv. CRM shall integrate with third party systems and provide easy access to data for integration with other systems, reports, and data analysis. v. CRM shall allow for data to be exported in multiple formats (such as, excel, word, PDF) vi. CRM shall allow for customizable workflows that allow for NDOL management to easily assign out callbacks and address NDOL management level escalations. vii. CRM should contain a comprehensive library of standard reports and tools for the end user ad hoc reporting and queries, including effectiveness and SLA management. viii. The CRM shall contain at least the following functionality:
