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CC-1536 - Canada (Ontario) - After Hours Answering Services - Deadline November 14,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1536

Government Authority located in Ontario; Canada based organization looking for expert vendor for after hours answering services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide after hours answering services
- After Hours service provider to answer and allocate calls from their customers, utility provider experience peaks in call volume, regular office hours are Monday to Friday 8AM to 5PM.
- When a customer calls, they do not hear a busy signal or a continual ring, the call is answered and if needed the customer is placed into a queue with a message of the wait time until they are able to talk to an agent,
- Wait time would be no longer than 5 minutes at any time in any circumstance, when an urgent call is received the service provider forwards the message to the correct contact within 2 minutes, if the service provider doesn’t get a response back from the contact, they continue to provide the message until a response received,
- All after hours calls are logged and emailed daily,
- Messaging to the customers are consistent, accurate and positive,
- A specific phone number for contacts,
- All customer calls are recorded,
- English speaking workforce mainly,
- The service provider must provide at least one agent fluent in conversational French,
- Monthly reporting calls by date and time, hold time, total minutes per call, call topic,
- Provide monthly customer service metrics, grade of service, abandon calls, wait time, escalations.
(2) Intent to respond must be submitted no later than 25 October, 2019.
(3) All the questions must be submitted no later than October 31, 2019.
(4) A contract term will be for two years.

[C] Eligibility:

- Onshore (Canada Only);

[D] Work Performance:

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

Expiry Date : Thursday, 14 November, 2019

Question Answer Deadline : Thursday, 31 October, 2019

Category : Call Center and Answering

Country : Canada

State : Ontario

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