UNCT-15485 - USA (Phoenix, Arizona) - Retail Sales and Customer Service Networks - Deadline April 22,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: UNCT-15485

Government Authority located in Phoenix, Arizona; USA based organization looking for expert vendor for retail sales and customer service networks.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide retail sales and customer service networks to the government authority located in Phoenix, AZ.
- A retail network for the distribution and reloading of smartcard fare media, enabling customers to easily and securely add value to their smartcard and mobile ticketing transit accounts.
- Comprehensive customer service, including a call center, to users of the new fare collection system for reduced fare application processing, general and account specific inquiries, refund processing via phone, web, e-mail, and optional text/chat formats.
- Retail network design and implementation include retaining existing and attracting new customers to the fare collection system through convenience and ease of use, utilizing secure retail models such as existing gift card load networks, providing a retail network that is accessible to customers across modes, geographies, income, race/ethnicity and flexible to address changing conditions in the region, reducing cash usage by decreasing customer use of ticket vending machines and bus fareboxes, serving the unbanked and under-banked communities, maintaining fiscal controls and expediting sales revenue recognition, protecting customer privacy and securing sensitive information that is stored/transmitted by the retail network.
- Retail merchant management including but not limited to service quality assurance, trouble resolution, new merchant recruitment, merchant decommissioning, training, marketing materials management, and fare media distribution management, 24/7 phone and email troubleshooting support 365 days per year to retail merchants for fare collection system operations and funds settlement, with a dedicated phone line for retailers to call should the retail merchant require assistance.
- Marketing will develop and submit for agency approval a retail network marketing plan that describes how the fare collection system will be advertised at retail merchant locations, the retail network marketing plan will also describe the schedule for the distribution and posting of marketing materials within the retail locations, agencies with advanced notification of, and obtain written approval for, any contractor or merchant-initiated fare collection system outreach, advertising, and/or marketing campaigns.
- Fare Collection Customer Service to implement, operate, and maintain a call center that provides reliable fare collection customer service with a high level of customer satisfaction for transit customers, customer service, which shall include telephone, internet, and mail-based contact points for customer service, reduced-fare eligibility review and fulfilment of personalized fare media, resolution of disputes, documentation of refund/adjustment requests for escalation to the agencies, quick response and resolution times to customer complaints and inquiries, accessible hours of operation, to be defined by the agencies, training plan for new hires and existing employees.
- Customer technical support for website and mobile application issues will be referred to the
Agencies for resolution.
- Call center shall be available to receive and respond to inbound customer contacts 52 weeks of the year with the following operating hours Monday - Friday: 8 a.m. – 5 p.m.
- On-call translation services shall be available for all phone, text, live chat and email queries.
- Call distribution and management system will handle all incoming customer calls. The call management system will support all reporting and call center management requirements, call distribution system will include a knowledge base resource for CSR use in the resolution of customer issues.
(2) A pre-proposal conference will be held on March 5, 2020.
(3) All question must be submitted no later than April 8, 2020.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location

Expiry Date : Wednesday, 22 April, 2020

Pre-proposal Conference Date : Thursday, 5 March, 2020

Question Answer Deadline : Wednesday, 8 April, 2020

Category : Uncategorized, Billing Services, Call Center and Answering, Marketing and Branding

Country : USA

State : Arizona

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