CC-3906 - USA (Tennessee) - 24x7x365 Utility Inbound Customer Call Centre Services - Deadline October 22,2026

Vendor needs to provide 24x7x365 utility inbound customer call centre services. – Handle overflow outage, customer service, payment, and credit call support during regular business hours, after–hours periods, weekends, and holidays.– Vendor(s) will be required to respond to inbound inquiries including phone, email and potentially other digital channels.– Using provided telephony system and customer information system, respond to inbound customer calls. Contacts received may be related to start/stop/transfer service, emergency service orders related to outages, non–emergency service orders related to billing, high–bills, and delinquency inquiries, completing payments and payment arrangements, and responding to customer complaints.– The selected provider will be required to respond to inbound calls in both English and Spanish with in–house agents, and other languages through a translator service (provided by NES), perform all activities involved in workforce management, deliver training, assure quality of interactions, manage escalations, and deliver reporting.– Contacts received may be related to start/stop/transfer service, emergency service orders related to outages, non–emergency service orders related to billing, high–bills, and delinquency inquiries, completing payments and payment arrangements, and responding to customer complaints. – The contact center handles limited inbound calls on the following holidays: Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, Christmas Eve, and Christmas Day.(2) All the questions must be submitted no later than October 14, 2026.(4) Pre–bid meeting will be held on October 7, 2026.