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CC-1396 - Canada (British Columbia) - Call Answering and Dispatch Service - Deadline May 10,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1396

Government Authority located in British Columbia; Canada based organization looking for expert vendor for call answering and dispatch service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide live operator answering and dispatching service on a 24 hour per day, 365 day per year basis.
• Provide for the efficient collection of pertinent information from callers reporting a death and relaying the information to the coroner of jurisdiction with a minimum time delay
• Employ some method for ensuring that the on-call coroner of jurisdiction has properly received details of the report of death by way of a confirmation (examples include but are not limited to SMS, email, direct voice and telephone)
• Ensuring staff are able to speak and understand English clearly and fluently, and have adequate familiarity with the communities and geography such that they can perform the dispatching function with a minimum of delay and error
• Ensure adequate staffing levels at all times, such that callers will not encounter busy signals, rings without answer (or answers beyond two rings), or lengthy (i.e. more than five minutes) hold and queue times
• Have business continuity plans in place to ensure redundancy and reliability of service in situations that may be reasonably foreseen to create service interruptions
• Provide a monthly summary of call activity to support billing
- Scheduling System
• Provide a scheduling solution that will allow regional coroner offices to supply the contractor with coroner on-call schedules several weeks in advance
• Have the capacity to make instant changes to coroner on-call schedules over the telephone when required (on-the-fly schedule changes)
(2) Approximate historical work volume were 1,287 calls in December 2018.
(3) Contract term will be five years.

[C] Eligibility:

- Onshore (Canada Only);

[D] Work Performance:

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

[E] Proposal Submission:

Proposal can be submitted via E-mail.

Expiry Date : Friday, 10 May, 2019

Category : Call Center and Answering

Country : Canada

State : British Columbia

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