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

RFP Expired

You can either pay for Single RFP/Bid document or Subscribe with Monthly Subscription for whole Call Center and Answering Category/Categories.

If you will obtain monthly subscription for Call Center and Answeringcategory/categories, you will be able to access all the RFPs from that Category. Here are the Monthly Subscription offers. So, subscribe for Monthly offers and get rid of Individual RFP payment.

*No commitment =
(1) There is no minimum commitment.
(2) You can subscribe for as less as 1 month and cancel it any time. If you subscribe for annual offer, you can cancel it any time within year.
(3) There is no partial refund policy after Monthly or Annual subscription. You will be required to use services for a Month (Or Year since you have availed discounted pricing).
(4) You can cancel your subscription any-time directly from your PayPal account to stop further recurring charges before next due date.
(5) You will be able to download all RFPs for subscribed Category or Location without any extra cost.

Similar RFPs