[Fredslist] Not-for-Profit seeks consultant with expertise in designing contact center (call center) operations

[Lynda Feld]

Hello, Gotham:

A not-for-profit that I am involved with is seeking  Requests for Information from consultants with expertise regarding contact center (call center) operations. If this is your field or you know of someone else to refer, please email Fiona Adams at: fadams at oats.org

 

 

 

Older Adults Technology Services (OATS) is seeking the services of a consultant to advise on best practices and aid in developing a comprehensive plan to build out a contact center that meets the growing needs of our organization, partners, and the individuals we serve. 

 

OATS is a New York City-based nonprofit organization that provides technology-related services to older adults. Since 2004, OATS has worked to create a national model for addressing the vital health, socialization, financial, civic and creative needs of older adults. Today we serve a national audience and have locations in multiple cities and counties throughout the U.S., including in New York, Maryland, Colorado, Texas, and California.

 

Over the past year, OATS quickly set up and began operating disparate call centers to support older adults who turned to technology to stay connected with family, friends, and resources during the coronavirus pandemic. The call centers are managed by staff who lead different projects in different geographical locations. OATS is now looking to engage a consultant to advise on best practices and tools to streamline and enhance the call center activities.

 

The project scope includes but may not be limited to consultation on the following:

*	Solidifying the core functions of the contact center.  
*	Evaluating and optimizing contact center operations.
*	Identifying and implementing a workforce management solution. 
*	Implementing different types of channels (e.g., chat)
*	Identifying and employing contact center metrics and KPIs.

 

OATS is interested in learning more about the services you/your company offers and whether these might be in alignment with our current needs. We request any documentation you can provide to help us better understand your consulting services, including previous clients in your portfolio and solutions you have implemented in the past.

 

 

 

 

Lynda Feld

l.feld at aavisresources.com

 

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