Task 1: Program Delivery Strategy - The delivery team will work closely with the Trust to implement the current delivery strategy, and seek continuous improvement, to capture all cost-effective energy efficiency opportunities. The Trust expects prospective delivery teams to build on the Trust’s successful model of engaging customers, retailers, distributors, and others. Task 2: Customer Service - The winning bidder must handle all calls forwarded from Efficiency Maine’s Call Center Monday through Friday, 8:00 a.m. to 5:00 p.m., except State holidays. This program typically receives 100+ calls per day and we expect at least 90% of calls to be answered within 20 seconds. Task 3: Efficiency Maine Call Center Coordination - All customer calls come in through Efficiency Maine’s central Call Center. Calls are forwarded to the appropriate program team (e.g., the Retail Program). The winning bidder must work cooperatively with the Trust’s central Call Center and assist with call center training, monitoring, and support to ensure maximum customer satisfaction and cost-effective program delivery...
