Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1315

Government Authority located in Tennessee; USA based organization looking for expert vendor for After Hours Call Center Service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide 24X7 After Hours Call Center Service to answer and respond to Level 1 technical related calls and emergency system calls during the hours of 5:00 PM until 8:00 AM to Monday to Friday and all day on Saturday, Sunday & Holidays.
- also provide and maintain a turnkey service of telephone representatives, telecom equipment and network services, including call processing equipment, and facilities and network services for responding to incoming calls, making outgoing calls and for the creation, update and closure of incident, change, or request tickets in the City Service Now application.
• Follow identified escalation procedures to include making calls and sending emails to the correct on call personnel and service line supervisor.
• Provide a monthly report showing the number of incoming calls, speed of calls answered, number of calls answered and calls missed.
• Record incoming calls
• Supply copy of call recording if requested.
(2) All question must be submitted no later than December 11, 2018.
(3) A contract period will be for one year.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 9 January, 2019

Question Answer Deadline : Tuesday, 11 December, 2018

Category : Call Center and Answering

Country : USA

State : Tennessee

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