CC-1448 - USA (Louisiana) - After Hour phone Answering Services - Deadline July 18,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1448

Government authority located in Louisiana; USA based organization looking for expert vendor for after-hour phone answering services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide after-hour phone answering services between the hours of 4:30 p.m. and 8:00 a.m., Monday through Friday and 24 hours on Saturday and Sunday.
- APS receives between 300 and 500 after-hour calls per month.  APS receives between 1,300 and 1,500 minutes in after-hour calls per month and the average call-time, per call, is between three and five minutes.
- Contractor shall also provide services during state declared holiday office closures, during emergency office closures and during scheduled meetings, staff training, and any other circumstance, wherein, APS personnel are unable to accept calls. The Contract Coordinator will notify the Contractor of these dates as soon as possible or as these circumstances arise.
- The Contractor must have communication capabilities and features for callers in accordance with standards set forth in the American’s with Disabilities Act and provide services in easily understood English (or Spanish, when required).
- OAAS will provide specific call scripting and procedure protocol details to the Contractor.
•The Contractor must:
- Answer all calls professionally using a scripted greeting.
- Answer all calls received by the third ring.
- Have knowledge of the services being provided.
- Communicate fluently in English or Spanish.
- Provide bilingual support 24/7 for Spanish speaking callers.
- Provide TTY assisted calls.

[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 : Louisiana

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