Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1659

Government Authority located in Washington, D.C; USA based organization looking for expert vendor for health call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide health call center services for to design and implement all telephone answering and message dispatch services, Phone scripts for operators to use when answering calls outsourced call center that will receive inquiries from health care facilities and the public on emergency and general health-related issues.
- Shall possess a robust telephony infrastructure, who utilizes both a premise-based and cloud-based Automatic Call Distribution (ACD) system and multiple, redundant telephone and internet lines to support several hundred simultaneous interactions.,
- shall possess experience with supporting the target population of health departments, social service agencies and community-based care organizations,
- shall provide an emphasis on being sensitive to the cultural, language, and socioeconomic diversity of callers and client agencies. The diverse workforce must include employees or access to personnel who speak several languages with all being able to speak English,
- Live answer all calls,
- Live contact with on-call DC Health representative to deliver message. Each person shall have the ability to call multiple numbers,
- Ability to triage calls accordingly when the disease-specific number is activated,
- Calling service should collect key caller information including caller name, organization, date, time, reason for call, and phone number, as instructed by the applicable algorithm,
- Calls should be answered within two (2) minutes,
- Call center should have the ability to take calls during normal business hours in addition to after hours in response to a specific incident (i.e. infectious disease, product recall, etc.).  

[C] Eligibility:

Onshore (US Organizations Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

[E] Proposal Submission:

Response should be submitted physically (courier or post).

Expiry Date : Monday, 13 April, 2020

Category : Call Center and Answering

Country : USA

State : District of Columbia

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