U.S. Postal Service, Headquarters Purchasing, Room 4541, 475 L'Enfant Plaza, SW., Washington, DC 20260-6230

R -- CALL MANAGEMENT CENTERS DUE 100897 POC Patricia Jordan, Contracts Specialist/Consultant, 202/268-5620 FAX 202/268-5655 PROVIDERS OF MANAGEMENT OF FIVE INBOUND CALL CENTERS 1. The US Postal Service (USPS) is in the process of establishing five major National Service Centers (NSC) to compliment its existing Denver NSC. These centers will handle inbound call volume from the USPS's nationwide customers and will be a key component to the USPS's Corporate Call Management (CCM) initiative. The contracts for the five centers will likely be awarded to two or more vendors. 2. The USPS will provide all information technology equipment and software, and support and maintenance of same. In addition, the USPS will provide the curriculum for the initial and ongoing agent training. 3. The potential suppliers will provide facility, facility management, call center personnel and training thereof, and all other effort necessary to the operation of the call centers. 4. The USPS will pre-qualify suppliers to provide the call centers services. In order to participate in the pre-qualification process, the interested parties must have demonstrated prior or current experience, as appropriate, in the management of multiple inbound call centers with a minimum of 400+ seats and 700+ agents each; management of inbound call volumes in excess of 100 million calls anually; management of complex inbound customer service programs including information requests, complaint management and product and service transactions; management of "Class A" call center facilities; ramp-up of above size call centers, including staffing and training, facilities and IT in a 6 months period; and five years of continuous operations with an increasing trend in inbound call center revenues. 5. Companies seeking consideration as a pre-qualified source and who meet or exceed the above minimum requirements must provide a statement (not to exceed 3 single sided typewritten pages) discussing their capabilities and experience in each of the above areas. (Sales brochures, videos and other marketing materials are not solicited and will not be reviewed. 6. Interested parties proposing partnerships, joint ventures, teaming arrangements, etc., must so indicate that this is the case in their response. 7. Responses are due not later than October 8, 1997, to the USPS, Headquarters Purchasing, Attn: Patricia Jordan, Room 1140, L'Enfant Plaza, SW, Washington, DC 20260-6239, or by FAX @ (202) 268-5655 by 2:00PM, EDT. 8. All questions may be directed to Ms. Jordan by FAX or by Telephone at (202) 268-5620. (0267)

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