Overview

First National Bank of Axxum

National Customer Contact Centers

Confidential Reply by

November xth, 20XX to:

Philip Smith
Vice President
First National Bank of Axxum
100 RFP Plaza
Axxum AL 6XXXX
Email: Philip_Smith@Axxum.com

INTRODUCTION

Objectives of RFI

The purpose of this request is to invite prospective vendors to submit a proposal to supply an automated monitoring and recording system(s) for the Customer Experience Improvement Initiative at First National Bank of Axxum. This Request for Proposal (RFP) provides potential vendors with the relevant operational, performance, application, and architectural requirements of the system. This information enables vendors to respond in a format that makes for a fair comparison and ensures that the proposed solution meets the requirements.

Overview of National Customer Service Contact Centers:

National Customer Service Contact Centers are located in both Biloxi and National Alabama. We are a retail consumer and small business service center supporting Axxum customers nationally. We have a combined workforce of approximately 2100 employees, 1700 of which are phone representatives either in service or sales related activities.

Our servicing goal is to provide a world class call center environment for our clients. As part of our requirements to be world class, we need to provide a consistent and uniform message to all callers. We have a need to increase efficiencies and to evaluate our phone associates regularly and in a consistent manner.

Background Information:

Currently, we perform monitoring functions without the aid of a formal recording and monitoring system. We have twenty-five dedicated...