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Call Center Support Services


Location
Washington
Publication Date
05/13/2019 06:32 AM EDT
Closing Date
05/17/2019 03:00 AM EDT
Issuing Organization
State of Washington - Washington State Health Care Authority (HCA)
Solicitation Number
Description

Specifications include, but are not limited to: Objectives and Goals The goals of this RFI are: To learn – HCA aims to use this RFI as a means to learn from the vendor community regarding Call Center services, including: How to best estimate call volumes - based on your experience, when can we expect the heaviest call volumes during the seven week enrollment period for 150,000 employees; Provide estimates of typical highest volume day and lowest volume day; Call center is expected to be operational 6 days a week, from 7am to 9 pm PT (Monday through Friday) and 10 am to 4 pm PT (Saturday); based on these needs, estimate peak usage hours; What's your approach to handling staffing for call volumes that vary over a given day and over a given timeframe (i.e., the seven weeks' enrollment period); Required ramp-up time to set up call center operations; Training needs (what would HCA have to provide); Flexibility to handle peaks in call volume; What information is needed from HCA in order to provide an accurate cost proposal; and What reporting might be available regarding issue/call trends, response time, time to close calls, and volumes. To inform – This RFI may lead to a possible procurement of Call Center Support for the SEBB Open Enrollment period. With this RFI, HCA hopes to inform the vendor community on this prospective procurement, including: The business context for this procurement; and The major business and technical complexities HCA anticipates for these solutions.

Source
https://pr-webs-vendor.des.wa.gov/ (opens in a new window)

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