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CC-1675 - USA (Massachusetts) - Inbound Abuse Reporting Hotline Answering and Processing Service - Deadline May 22,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1675

Government Authority located in Massachusetts; USA based organization looking for expert vendor for inbound abuse reporting hotline answering and processing service.

[A] Budget: Looking For Proposal

[B] Scope of Service:

Vendor needs to provide 24 hour inbound abuse reporting hotline answering and processing service to accept and process calls for its abuse reporting hotline and may conduct protective service investigations and develop recommendations to remedy risk to victims of abuse,
- The Hotline receives reports alleging abuse of individuals as well as reports of deaths of individuals with disabilities via a toll-free telephone number,
- Incoming calls to the Hotline will be forwarded to the Call Answering and Processing Service primarily during non-business hours
- Ability to accept both voice and Relay/TTY calls,
- Ability to accept calls originating in the DPPC's Braintree office and sent to Call Answering Service by Call Forwarding to a toll free number and provide a local DID,
- All calls, both TTY and voice answered within ten seconds and by a live operator within 20 seconds,
- Hold time not to exceed 30 seconds,
- Ability to answer calls twenty-four hours per day, including overflow during business hours and all calls during non-business hours, meetings or emergencies,
- Ability to digitally record calls, store recordings and based upon retention policy, archive recordings,
- Ability to retrieve digitally recorded calls, and provide within 24 hours of request,
- Operators will follow a script for accurate and consistent call processing,
- Operator has access to email client in order to email emergency reports to on call staff
- Ability to email reports designated as emergencies to on-call staff immediately upon being designated as an emergency
- Ability to e-mail a detailed activity report at 9:00 A.M. daily. Report will include, but is not limited to, statistics on number of calls received during daily service period, staffing levels, answer time, hold time and abandoned calls.
(2) Approximately 24,000 calls annually, (approximately 50% of these calls are answered by the after-hours vendor) including abuse reports, death reports and requests for information.

[C] Eligibility:

Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Friday, 22 May, 2020

Category : Call Center and Answering

Country : USA

State : Massachusetts

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