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CC-1540 - USA (Montana) - After Hours Call Center Services - Deadline November 20,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1540

Government authority located in Montana, USA; based organization looking for expert vendor for after-hours call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide after-hours call center services during non-business hours.
- The call center shall be staffed to receive calls weekdays from 5:00 PM to 7:30 AM and 24x7 on all weekends and all MSU Holidays (10 holidays on even number years and 11 holidays on odd number years).
- An automated message shall play at the start of an incoming call that directs a caller to dial 911 if it is an immediate life safety emergency.  At the conclusion of the automated message, the call shall be answered by a live call center operator.  Touch tone menus shall not be allowed
- These services are primarily related to facilities maintenance issues on campus and the dispatch of supporting trades workers
- Be the primarily point of contact for reporting after hours, non-life safety, maintenance emergencies and events
- Dispatch appropriate response through a combination of phone calls, texts and email
- staff who are trained to identify issues, determine required response and urgency of response, and convey information accurately and effectively to dispatch.  
- Trouble calls originating from an alarm system panels and are routed through a third-party alarm monitoring company
- Calls shall be responded to in a courteous and professional manner.
(2) Approximately call volume will be 150 incoming calls per month of 300 minutes total duration and 250 outgoing calls per month of 700 minutes total duration.
(3) All questions must be submitted no later than November 6, 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 : Wednesday, 20 November, 2019

Question Answer Deadline : Wednesday, 6 November, 2019

Category : Call Center and Answering

Country : USA

State : Montana

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