Call for Tender - Call Center Service Provider

Scope of Work: This will be facilitated through a call center, where students can be contacted at no charge via phone calls. In other words, we are seeking a call center where students can reach out to us either through a toll-free number or by sending a message/WhatsApp with their request. We will then return their call, ensuring there is no cost for the students or their caregivers.

We are seeking a service provider that can offer the following key features:

One-on-One and Group Calls:

The capability to conduct one-on-one calls with our students and host group calls with at least five participants.

Accessibility for Managers:

The ability for managers to access and monitor calls (after approval of all participants), including joining calls as silent listeners for quality control and training.

Call Recording:

A system with call recording functionality for quality assurance, training, and compliance purposes.

Daily and Monthly Reports:

The generation of comprehensive reports, including call volume, call duration, agent performance, and other relevant metrics.

User-Friendly Interface:

An intuitive and user-friendly interface for efficient call management, access to recorded conversations, and data retrieval for reporting.

Support/IT Referral Officer:

Availability of a support/IT referral officer during working hours (10 a.m. to 7 p.m.) for training and continuous support.

Security and Data Privacy:

Adherence to the highest standards of data privacy and encryption to safeguard sensitive customer information.

Cost Consideration:

Teach For Lebanon is committed to ensuring that the service is free of charge to our beneficiaries (students). All associated costs should be covered by Teach For Lebanon. The method of payment that TFL usually adopts is a bank transfer.