SOLICITATION NOTICE
R -- Call Center Support Services
- Notice Date
- 5/1/2008
- Notice Type
- Presolicitation
- NAICS
- 561422
— Telemarketing Bureaus and Other Contact Centers
- Contracting Office
- Federal Retirement Thrift Investment Board, Office of Financial Service, Office of Financial Service-Procurement and Contracts, 1250 H. Street, N.W., Suite 200, Washington, District of Columbia, 20005, United States
- ZIP Code
- 20005
- Solicitation Number
- TIB-2008-R-001
- Point of Contact
- Robert J. Battersby,, Phone: 202-942-1693
- E-Mail Address
-
robert.battersby@tsp.gov
- Small Business Set-Aside
- N/A
- Description
- The Agency is soliciting proposals from qualified firms possessing the background and expertise necessary to provide external call center support services. The Agency is looking for an Offeror that will provide adequate telephone coverage (12 hours a day, Monday through Friday) while maintaining a superior service level, strong customer service, and accurate, timely reporting. The Agency will use this call center to complement current services in a parallel operation. Therefore, the Agency is seeking an Offeror that can provide experienced and professional call center agents. Under this contract, the agents, designated as participant service representatives (PSRs), will respond to incoming calls from participants, beneficiaries, and other third parties that concern (but are not limited to): · Account Maintenance · Loan Issuances and Repayments · Withdrawal Information · Service Requests (e.g., transaction processing, fulfillment inquiries) Although first call resolution is desired, in some instances, call center personnel must research the participant's account to determine the resolution of the problem and call backs are required. The four most common subcategories of call types include: · Withdrawal questions (both in-service and post-employment) - 35% · Loan questions (application and repayment)- 27% · Account information/status - 20% · Investment information (investment advice is not provided) - 2% Information about the TSP and its benefits, operations, and communication materials can be found the TSP Web site, www.tsp.gov. The Request for Proposals (RFP) may be downloaded from the Agency's business web site www.frtib.gov under the "procurement" link or be clicking www.frtib.gov/procure.
- Web Link
-
FedBizOpps Complete View
(https://www.fbo.gov/?s=opportunity&mode=form&id=9439f93a8d1239c207adb270c52c09d7&tab=core&_cview=1)
- Record
- SN01564905-W 20080503/080501220140-9439f93a8d1239c207adb270c52c09d7 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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