CC-1613 - Canada (Alberta) - Inbound and Outbound Afterhours Call Service - Deadline February 26,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1613

Government Authority located in Alberta; Canada based organization looking for expert vendor for inbound and outbound afterhours call service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 inbound and outbound afterhours call service ensure maintenance emergencies, outside of regular business hours, are answered and dispatched to ensure the safety and protection of our tenants and building assets,
- After-hours call centre to manage tenant and emergency inquiries between the hours of 4:30pm and 8:00am Monday to Friday and 24-hour service on Saturday, Sundays and statutory holidays
- It is expected that the call answer service will provide a report on all calls answered for the following day, Company’s after-hours calls average approximately 815 calls per month with inbound and outbound call times taking approximately 140 seconds,
- After hours call service must be supplied during the following times:
a. Monday to Friday: 12:00 AM to 8:00 AM; 4:30 PM to 12:00 AM,
b. Saturday, Sunday and Statutory Holidays: 24 hours a day,
c. December 24 (or prior regular working day) 11:30 AM to 4:30 PM,
d. Monday to Friday during regular business hours 8:00 AM to 4:30 PM approximately 4 – 15 hours per month for staff training.
(2) Approximate call volume of 2019 is 9,784 calls.
(3) An optional pre-proposal meeting will be held on February 12, 2020.
(4) All the questions must be submitted no later than February 14, 2020.

[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 : Wednesday, 26 February, 2020

Pre-proposal Conference Date : Wednesday, 12 February, 2020

Question Answer Deadline : Friday, 14 February, 2020

Category : Call Center and Answering

Country : Canada

State : Alberta

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