CC-1490 - USA (Washington) - After Hours Answering Services - Deadline September 30,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1490

Government authority located in Washington; USA based organization looking for expert vendor for afterhours answering services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide professional telephone answering services for the support of SHA’s operations, activities and programs and Answering services will be required during night, holiday, and weekend hours; as well as back up during normal business hours and on an as-needed basis in the event of a major disaster or emergency.
- Accept telephone calls by live operators stationed at 24-hour call centers that can forward messages and emails to designated staff on a private line and must have the ability to evaluate and prioritize the severity of important calls.
- Operators must be able to forward messages to SHA staff via cell phone, home phone, and office contacts, as well as to other vendors such as SHA’s private security and lockout vendor. Communications may include sending emails, texts, calls to SHA employees, and forwarding voicemails.
- Incoming calls may be from the following sources: -
• SHA Property Management staff
• SHA residents
• Elevators in SHA buildings
• SHA’s alarm monitoring vendor
• SHA’s Private Security vendor
• Seattle Police Department
• Seattle Fire Department
• Seattle Emergency Operations Center
- Types of Calls: - The selected Vendor shall evaluate calls based on information given by the caller as follows: Maintenance emergencies - the subject of calls could include plugged toilets, broken windows, range and/or refrigerator repairs, roof leaks, no heat or electricity, etc.
- Routine maintenance calls – the subject could include drippy faucets, cracked windows, etc. The operator will advise the caller that routine, non-emergency calls need to go to property management.
- Fire or burglar alarm activations – the operator will dispatch SHA’s security contractor.
(2) All question must be submitted no later than September 17, 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 : Monday, 30 September, 2019

Question Answer Deadline : Tuesday, 17 September, 2019

Category : Call Center and Answering

Country : USA

State : Washington

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