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CC-1374 - USA (Massachusetts) - After-Hours inbound Hotline Services - Deadline April 23,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1374

Government Authority located in Massachusetts; USA based organization looking for expert vendor for After-Hours Hotline.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide language and culture services required to operate 24/7, 365 days of the year, the majority of all calls are received during the 5:00 pm to 12:59 am shift, with the hours of 5:00 pm to 7:00 pm consistently seeing the highest call volume.
- Sunday has the highest average call volume
- In calendar year 2017, the current hotline program received approximately 103,000 total calls.  Nearly 28,000 of those calls were to report abuse or neglect of a child, and 8,100 calls were to report a missing or absent child to receive reports of suspected child abuse and neglect from the public.
- demonstrated organizational expertise in operating a call center with timely phone response and excellent customer service at all times;
- capacity to manage a child welfare after-hours hotline program;
- capacity to receive calls and provide responses professionally and timely from non-English speaking reporters or from those with limited English proficiency;
- capacity to staff the program's operations effectively and in accordance with anticipated times of high and low call volume;
(2) A bidder’s conference will be held on March 26, 2019.

[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 : Tuesday, 23 April, 2019

Pre-proposal Conference Date : Tuesday, 26 March, 2019

Category : Call Center and Answering

Country : USA

State : Massachusetts

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