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CC-1438 - Ireland - Out of Hours Call Answering Service - Deadline June 25,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1438

Government Authority located in Ireland based organization looking for expert vendors for Out of Hours Call Answering Service.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide out of hours call answering service from 9.00am to 4.00pm, Monday to Friday, with Customer Services phone lines open from 9.00am to 5.00pm over the same period.
- Approximately call volume will be 3,600 call per annum.
- The Service Provider must provide the service in both the English and Irish language, including pre-recorded messages. It is satisfactory that callers requesting the service in Irish receive a call back in the Irish language. However, callers should not be expected to wait an excessive time for a call-back.
- On most occasions the need to urgently contact a Local Authority outside of normal hours is related to the infrastructural services that the Local Authorities provide. The following are examples of occurrences which can result in members of the public attempting to contact a Local Authority outside of normal hours:
- Traffic accidents
- Interruptions to water supplies
- Requests for sandbags during adverse weather events
- The Service Provider must capture the following information: -
- Time of call
- Name of caller
- Contact telephone number of callers
- Incident location
(2) All question must be submitted no later than June 18, 2019.
(3) The contract term will be for one two years.

[C] Eligibility:

Onshore (Ireland Only)

[D] Work Performance:

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

Expiry Date : Tuesday, 25 June, 2019

Question Answer Deadline : Tuesday, 18 June, 2019

Category : Call Center and Answering

Country : Ireland

State :

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