Remote customer support and call center oprations

The Rhode Island Turnpike and Bridge Authority is seeking a vendor to provide remote customer support and call center operations for their E-ZPass customers. The selected vendor will be responsible for delivering high-quality customer service, managing customer accounts, and providing support for toll-related inquiries and issues. The vendor will also be required to maintain a remote call center, provide training for customer service representatives, and ensure compliance with industry standards and regulations. The contract term will be for a period of five years, with the option for two two-year extensions. Key responsibilities include: customer account management, toll invoice and violation processing, call center services, and service level expectations. The vendor will be evaluated based on their experience, understanding of the scope of work, and cost proposal. • Customer account management: update and maintain customer accounts, assist with account inquiries and updates, process account payments, and provide customer support for online access. • Toll invoice and violation processing: explain toll charges, research and dispute invoices, and process payments for toll invoices and violations. • Call center services: respond to inbound calls, handle escalations, and provide accurate and consistent information about E-ZPass policies and procedures. • Service level expectations: maintain a call handling quality of 10-15 minute wait times, average handle time of 4-10 minutes, and an abandoned call rate of no more than 25%. • The vendor will be required to provide a detailed cost proposal, including all costs associated with staffing, recruitment, training, supervision, quality assurance, technology, security, and program management.