A. General Requirements The successful offeror must: Operate the call center Monday through Friday, 8:00am-5:00pm CST, excluding holidays. Offerors must submit their proposed holiday schedule they plan to follow in order to operate this call center. Handle inbound phone calls from providers and members. Make outbound phone calls to providers and members. Maintain a process to handle complex calls that includes escalating to a supervisor. The supervisor must be able to respond to complex and emergent matters. If the complexity of the call exceeds the ability to respond, the call may be routed to STATE. Have the capacity to handle up to 350 calls per day. Use the STATE supplied Genesys Cloud phone system and toll-free number. Establish connectivity to STATE systems from its call center location so all representatives are able to access the following systems required to fulfill customer service requirements: Genesys Cloud platform; North Dakota Medicaid Management Information System (MMIS) Web Portal; and STATE network. Use the North Dakota MMIS correspondence records to document all case activity and call details. B. Service Level Agreement (SLA) Requirements The successful offeror must: Maintain an average speed of answer (ASA) of no more than 30 seconds per quarter. Maintain hold times of no more than three minutes per quarter. Resolve 95 percent of calls within seven business days. Ensure the abandonment rate does not exceed five percent of total calls per quarter. Report volume of inbound calls, outbound calls, voicemails, and performance metrics using the standard Genesys reports and any successful offeror’s reports that will be needed on a monthly, quarterly, and yearly basis to STATE. Report submission deadlines may be established between successful offeror and STATE according to a mutually agreed upon schedule. Report top reasons for calls on monthly, quarterly, and yearly basis and provide to STATE. Report submission deadlines may be established between successful offeror and STATE according to a mutually agreed upon schedule. Successful offeror shall be subject to a penalty of three percent of the monthly contract price if the SLAs listed above are not met: ASA of no more than 30 seconds per quarter; hold times of no more than three minutes per quarter; resolve 95 percent of calls within seven business days; and ensure abandonment rate does not exceed five percent of total calls per quarter. Once each quarter has ended, if penalties are owed to STATE, offeror must subtract the penalty from the next reimbursement request sent to STATE. In the event of unforeseen circumstances impacting the SLAs, successful offeror may request, and STATE will consider, a waiver of penalties. STATE has final discretion on waiver of withholds. Meet monthly (via online meetings) with STATE to review metric performance and related actions. Respond to voicemails within one business day. Attend yearly onsite meeting in Bismarck, North Dakota, that includes successful offeror’s leadership and key personnel. Develop and implement a plan to sustain call center service levels in situations where there is a high call volume or low staff availability. Such situations may include, but are not limited to, increases in call volume, emergency situations, or low staff availability due to staff illnesses and vacations.
