Supplemental Call Center Support Services

The Lansing Board of Water and Light (BWL) is seeking a supplier to provide supplemental call center support services. The supplier will be responsible for providing 24/7 call center support, handling incoming calls, and routing them to the appropriate BWL staff or services. The supplier will also be required to maintain proper staffing levels, take calls from the media, and route them accordingly. The contract period is expected to be at least 36 months and up to 60 months. • The supplier must have experience working with utility companies and provide call center handling capabilities, including the number of trunk lines and call limitations. • The supplier must provide performance metrics and KPIs, as well as goals and stretch goals. • The supplier must describe their capabilities regarding transferring calls and the interface that allows BWL to change the routing of calls. • The supplier must provide pricing information, including unit pricing, set-up costs, maintenance costs, and other expenses.