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CC-1439 - USA (Florida) - Public Utilities Dispatch Professional Answering Services - Deadline July 18,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1439

Government Authority located in Florida; USA based organization looking for expert vendors for public utilities dispatch professional answering services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide public utilities dispatch professional answering services during Monday to Friday from 7:00 pm to 7:00 am Weekends and holidays all day.
- Declared emergencies, special assigned days off, technical issues, etc. on an as-needed basis.
- Ability to answer/acknowledge all calls within 15 seconds or less.
- Provide bilingual (English and Spanish) representatives to answer calls as needed.
- Check City website for downtown event information when public calls for it.
- Daily and monthly reports to include
o Total number of calls daily/monthly
o Average handle time
o Average answer time
o First call resolution – repeat calls
o Callers number
o Time of call
o Percentage of calls answered within 15 seconds, 15-30 seconds, over 30 seconds
o Abandoned call total/percentage
- Recorded phone calls
o Record all calls
o Access to recorded calls
o Recorded calls must be kept for 6 months
(2) The contract term will be for three years.

[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 : Thursday, 18 July, 2019

Category : Call Center and Answering

Country : USA

State : Florida

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