CC-1530 - USA (Texas) - RFI for Telephone Switchboard and Operator Services - Deadline October 21,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1530

Government Authority located in Texas; USA based organization looking for expert vendor for telephone switchboard and operator services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide telephone switchboard and operator services for the purposes of supervising and training contract personnel and ensuring compliance with all provisions of this contract.
1.1 The work required under this contract consists of providing telephone switchboard operators for the effective operations for a 24-hour, 7-days week 365-day 1A medical facility for the operations of six to eight NEAX 2400 electronic telephone attendant consoles to process incoming and outgoing telephone calls. The telephone operators shall complete all calls not completed by the automated call processor. In addition, operators shall to assist in placing outgoing local and long-distance calls, using the commercial system and the Federal Telecommunications System (FTS).
1.2 Work includes coverage of the following equipment: console switchboard, fax machine and audio, radio, radio and digital paging systems, and reporting and recording trouble calls.
1.3 VA reserves the right to increase or decrease workload quantities as the need arises at the same prices, terms and conditions based on changes in the mission of VA, or any other changes warranting changes.
1.4 All incoming calls both internal and external shall be answered within three (3) rings.
1.5 Appropriate staffing levels shall consist of no less than 7 telephone operators (not including the Working Supervisor) during peak hours of operation i.e., second shift 0800-1630, Monday through Friday only, excluding Federal Holidays. Appropriate staffing levels during non-peak hours of operation i.e., first shift (0000-0800) and third shift (1630-000) and Federal Holidays require no less than 2 telephone operators (including one lead operator).
1.6 The operators shall respond immediately to 911, fires, Code Blue, disasters, security alarms and other emergency situations and initiate emergency procedures as warranted. Any delay or incorrect response can result in the death or endangerment of patients and/or staff.
1.7 The operators shall handle complex calls, which require the highest degree of personal involvement. They shall respond to all callers, which include confused, abusive, or even suicidal individuals in a compassionate and caring manner. In the case of suicidal patients, they shall attempt to calm the caller, suggest possible sources of help, and, if possible, get the caller’s location and dispatch police or others who can render aid to the patient.

[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, 21 October, 2019

Category : Call Center and Answering, Telecommunication Services, Supplies, Components, Accessories or Related Equipments

Country : USA

State : Texas

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