Remote customer support and call center oprations

Summary (Newest Update)

Background The Rhode Island Turnpike and Bridge Authority (RITBA) is a quasi-public agency established in 1954, responsible for the construction, acquisition, maintenance, and operation of bridge projects in Rhode Island. RITBA operates several major bridges and associated highways, including the Claiborne Pell Bridge and the Mount Hope Bridge. The agency aims to enhance customer service for E-ZPass users through outsourced remote customer support and call center operations. Work Details The selected vendor will provide remote E-ZPass customer service call center services, which include: 1. Customer Account Management: Updating and maintaining customer accounts, processing payments, assisting with inquiries, verifying account information, and supporting toll dispute processes. 2. Toll Invoice & Violation Processing: Explaining toll charges, researching disputes, processing payments for invoices and violations. 3. Call Center Services: Responding to inbound calls, handling escalations, conducting outbound calls for follow-ups or verifications, providing accurate information about E-ZPass policies. 4. Service Level Expectations: Maintaining specific metrics such as call wait times (10-15 minutes), average handle time (4-10 minutes), first call resolution rates (75-85%), and adherence to scheduled shifts (90-95%). 5. Interface Requirements: Utilizing secure remote access to RITBA systems and ensuring compliance with security standards including PCI requirements. 6. Training and Workforce Development: Conducting structured onboarding programs for new agents covering E-ZPass operations, customer service standards, and compliance training. Period of Performance The contract will be for an initial term of five years starting from the date of signature of the Professional Services Agreement. Place of Performance Services will be performed remotely; however, coordination with RITBA staff located at 1 East Shore Road, Jamestown, RI 02835 is required. Bidder Requirements Vendors must demonstrate experience in managing remote tolling customer support operations. They should possess capabilities in agent recruitment and training, quality assurance, performance management, data security, and reporting. Proposals must include an organizational chart of the proposed team and resumes for each member.