CC-1606 - USA (California) - Hotline Monitoring and Reporting Services - Deadline February 5,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1606

Government Authority located in California, USA based organization looking for expert vendor for hotline monitoring and reporting services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24x7 hotline monitoring and reporting services for calls 24 hours a day, seven days a week, and 365 days a year.
- The hotline is intended for the use of county employees to have a vehicle for reporting issues such as discrimination, harassment, retaliation and any other hrs related issue as listed in section concerns categories
- Contractor shall establish a dedicated toll-free number for the hotline and a live person and operator must answer every call
- At no time shall contractor utilize call queues
- Contractor shall establish a web-based portal for county
- Contractor web-based portal shall allow employees to submit reports
- Provide the ability to track report activity
- Assign reports to a category based in the information provided by the caller
- Provide reports of calls instantly once completed by call center
- Provide responses to anonymous or other contacts
- Submit resolutions for anonymous callers
(2) Approximate call volume is up-to 60 Calls per annum
(3) All question must be submitted no later than January 29, 2020.
(4) Contract period will be for three years.

[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, 5 February, 2020

Question Answer Deadline : Wednesday, 29 January, 2020

Category : Call Center and Answering

Country : USA

State : California

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