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CC-1650 - USA (Florida) - Inbound Answering Services - Deadline April 9,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1650

Government Authority located in Florida; USA based organization looking for expert vendor for answering service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 answering services request line during certain hours and answer the telephone, dispatch calls to various county employees, log phone calls and provide daily service reports to the appropriate county division.
- Services normal hours of operation for the requested service will be from 3:00 p.m. to 8:00 a.m. Monday through Friday and 24 hours per day during weekends and County observed holidays (currently 11 observed holiday days).
- Normal service may include up to 20 incoming calls at a time, extraordinary times for service, calls may exceed 100 calls per hour.
- Also establish an agreement for an after hour, weekend and holiday telephone answering service to assist with customer concerns and questions related to the public utilities services and support, also types of calls to be handled include, but are not limited to pipeline failures, service breaks, water off, billing issues such as non-payment resulting in suspension of service, high water pressure calls, low water pressure calls, sewer backups, odor concerns emitting from wastewater lift stations, irrigation quality water concerns, including leaks, solid waste service concerns, including, but not limited to: trash not being picked up, missing trash cans, a request for bulk pick-ups and concerns with an on-going capital project.
- An approximately work volume will be 2,500 calls per calendar month.
(2) All questions must be submitted no later than March 24, 2020.
(3) The term of contract will be 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.

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Thursday, 9 April, 2020

Question Answer Deadline : Tuesday, 24 March, 2020

Category : Call Center and Answering

Country : USA

State : Florida

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