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CC-1755 - Canada (British Columbia) - Inbound Telephone Answering Services - Deadline September 1,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1755

Government Authority located in British Columbia; Canada based organization looking for expert vendor for inbound telephone answering services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 inbound telephone answering services to respond and triage calls to Prevention Line and Critical Incident Response Program
- Prevention Services - Emergency and Accident Reporting:
- Report serious accidents/incidents,
- Report an unsafe condition or situation at workplace,
- Request a worksite inspection consultation/presentation,
- Request information about Occupational Health and Safety Regulations and ask questions regarding workplace health and safety issues,
- Report workplace fatalities,
- Support for calls received after-hours by Prevention Services:
- 4:30pm to 8:05am PT - Monday to Friday;
- 24h on weekends, holidays, outages, and unexpected closures,
- Call Handling:
- Call AHDM(After Hours Duty Manager) 1:  If voicemail on, leave message.  If no check-in after 10 minutes, call back in 10 minutes,
- If no answer, call AHDM 2: If voicemail on, leave message.  If no check-in after 10 minutes, call back in 10 minutes,
- If no answer, call AHDM 3: continue dial until call is accepted,
- All calls (100%) will be handled with a maximum of 15 seconds waiting time,
- 98% of all calls needs to have correct and minimum information to be assessed by team,
- For the first 3 months, the minimum Service Level Agreement will be 80%,
- High Risk calls are to be immediately relayed to Emergency Call Out List and will be immediately reported using the Call Log form, to ensure the Duty manager will have all the necessary information required to contact the caller,
- Daily summary reports detailing the calls taken the previous 24 hours will be provided using the Call Log form in the next business day to team,
- Emergency and Accident Reporting should not be charged for operator minutes to remedy their error if staff from the answering service send incomplete information (e.g. phone number missing a digit),
- support for calls received by the Critical Incident Response Program, 24 hours a day, 7 days a week: The Critical Incident Response Program only returns calls 7 days a week between 09:00-23:00hrs PST,
- The answering service responds to calls 7 days a week and 24 hours a day, advising those callers who initiate contact between 23:00-09:00hrs PST that a Critical Incident Response Program staff member will contact them after 09:00hrs PST
(2) Prevention Line: The minimum call volume expected is a thousand (1,000) minutes per month, based on call lengths of three to five minutes,
- Critical Incident Response Program: The minimum call volume expected is thirteen hundred (1,300) minutes per month, based on call lengths of three to five minutes.

[C] Eligibility:

Onshore (Canada Organization Only);

[D] Work Performance:

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

Expiry Date : Tuesday, 1 September, 2020

Category : Call Center and Answering

Country : Canada

State : British Columbia

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