Call Center Services
Citizens Energy OHP Oil Heat Program (OHP) is soliciting written proposals from qualified firms to
procure Full Call Center Services for three (3) existing Call Center Programs (Dealer Hotline, Customer
Care and Application) and any other potential future Call Centers. Vendor must demonstrate expertise in
receiving both large volume inbound data collection inquiries and outbound client resolution calls from the
United States. Estimated call volume is below:
Phone: inquiries received via toll free numbers provided by Vendor
2.35 +/- Million / Program
Avg. Peak / 250K daily
Program length / 3 mo.
The Vendor must explain in detail how this process will occur and training for the services required. The
Departments preference is for one system that will also capture voice recording of individual calls as file
attachments.
