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CC-1572 - USA (Montana) - Inbound and Outbound After Hours Call Center Services - Deadline January 9,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1572

Government Authority located in Montana; USA based organization looking for expert vendor for inbound and outbound afterhours call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound afterhours call center services.
- Call center shall be staffed to receive calls weekdays from 5:00 pm to 7:30 am, and 24 hours on all weekends and all 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
- Calls not related to life safety are being transitioned to a third-party commercial dispatch center
- Call center to receive calls, dispatch appropriate response and provide reporting
- Able to forward 911/life-safety calls directly to the county 911 center and if required by county, shall enter into an outline the rights and responsibilities of accessing the direct county emergency dispatch phone number
- Vendor shall use a software program to automate the incoming call and dispatch process and provide with reports
- Use a software program to automate the incoming call and dispatch process and provide with reports
- Software should be programmed with the decision tree and call list information attachments to guide the call center operator through the incoming call and dispatch process
- Ability to automatically send out group text notifications and daily email summaries of all activity
(2) an approximately call volume will be 4.5 calls per night with the average total operator time per call being 115 seconds.
(3) All questions must be submitted no later than December 11, 2019.
(4) The term of the contract will be one year.

[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 : Thursday, 9 January, 2020

Question Answer Deadline : Wednesday, 11 December, 2019

Category : Call Center and Answering, Software, System and Application

Country : USA

State : Montana

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