Description
The Comptroller of Maryland is seeking a contractor to provide external call center services to support the Taxpayer Services Division. The contractor will provide Tier 1 call center services, including handling and resolving general and routine inquiries related to personal income tax. The contractor must maintain continuous, multi-channel communication capabilities and respond effectively to both standard and time-sensitive taxpayer inquiries. The contractor must also demonstrate the ability to maintain a customer satisfaction survey score of 85 or higher. Some key responsibilities of the contractor include:
* Providing Tier 1 call center services for inbound calls to the Comptroller of Maryland
* Decreasing call wait times and abandonment rates
* Ensuring call queue wait times are less than 45 seconds during peak times and less than 30 seconds during non-peak times
* Providing innovative ideas, practices, technologies, and other services aimed at improving customer service
* Maintaining a high level of data integrity in accordance with applicable COMAR provisions and COM operational protocols
* Ensuring contractor staff follows up with customers who have a ticket escalated to the Comptroller of Maryland within two business days if the Comptroller of Maryland has not responded to the ticket confirming that the issue has been resolved.
Some key requirements for the contractor include:
* Having experience in providing call center services
* Having a proven track record of delivering high-quality customer service
* Having the ability to maintain a high level of data integrity
* Having the ability to communicate in multiple languages
* Having a structured escalation and issue management protocol in place.