Telemarketing Service
Services that will be required from the Contractor include the following:
1. Contractor must be capable of handling one toll-free number on multiple lines.
2. Process 35,000 - 55,000 in-bound calls annually.
3. Create a record of every valid call.
4. Receive incoming telephone calls via a dedicated number with operators providing a client identifying response, and overflow capabilities.
5. Capture and accumulate caller-provided information according to client-approved scripts, and including date, time and operator identification.
6. Phones to be answered by live operators in clear and understandable English and in the contiguous United States.
7. Fulfillment of energy efficient publications by a contractor in the contiguous United States.
8. Provide alternative contact numbers for special assistance calls to the identified EEA partner utility or Arkansas Energy Office.
9. Contact information will be provided to the contractor.
10. Ensure proper monitoring and supervision of phone activity and operator performance to protect caller perceptions of quality and courtesy and to avoid prolonged ringing and lor on hold and the associated disconnects.
11. Invoice promptly and in sufficient detail to facilitate the AEO's auditing of all charges against monthly reports.
12. Provide detailed monthly summaries of call counts, caller data, average hold time, number of drops, number of blocked calls, average number of rings to answer, client referral, and fulfillment data, etc.
13. Be able to receive calls by March 1, 2009.
Provide storage for 100,000 publications (8 ~ x 11, 88 pages) and 350,000 (8 ~ x 11) "Fact Sheets" 70,000 copies each of 5 individual Fact Sheets} and 70,000 (9 x 13) envelopes within the State ofArkansas. Storage capacity must be available for the entire term of the contract.
14. Contractor must provide services for hearing impaired.
15. Monthly and YTD detailed statistics on usage and distribution and other reports as needed.
