CC-1804 - USA (Ohio) - Answering Services - Deadline October 26,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1804

Government authority located in Ohio; USA based organization looking for expert vendor for answering services.

[A] Budget: looking For Proposal

[B] Scope of Service:

(1) Vendor needs to provide answering services to provide telephone answering and message services for off-hours periods on a daily basis, weekends and holidays included. Services will be required 365 days per year.
- Contractor must prepare a daily, detailed spreadsheet of messages and forward to the Authority, by no later than 7:30 a.m. on the morning following a daily message period. All reports shall be sent via email. 
-  Contractor shall have sufficient properly trained, experienced and dependable staff to meet the contract needs in a timely and technically acceptable manner. 
- Contractor’s personnel shall conduct all work in a professional manner, even when dealing with residents, staff or other callers in high stress situations.
- Contractor is required to answer all incoming calls during off-duty hours, office closures, and holidays. 
- Contractor shall provide qualified Bilingual English/Spanish operators, at all times, to perform the work required of this QSP and any resulting contract. 
- Contractor shall maintain the ability to provide service to hearing impaired clients. 
- All incoming calls shall be answered by the third ring. 
- Contractor shall answer calls with the following phrase: “Thank you for calling Cincinnati Metropolitan Housing Authority. This is the Answering Service. How may I be of assistance?” 
- Contractor shall record the following from each caller:
• Tenant’s name 
• Caller’s name (if different than Tenant) 
• Caller’s phone number 
• Development 
• Caller’s unit number and/or address 
• Location within unit, i.e. bedroom, living room, etc. 
• Caller’s concern(s) or inquiry (Provide specific details including description of problem and location) 
-  All messages on the spreadsheet report must be clear and concise to the satisfaction of the Authority. There shall be no need for clarification or interpretation on the message content. 
- Reports of dispatch calls shall clearly indicate all calls made for dispatch to on-call personnel and clearly indicate the successful delivery of the dispatch, the time of the delivery of the dispatch message, and the name of the individual contacted. If more than one dispatch call is required, the report shall list the time and status of each call. 
- All calls shall be recorded and available to the Authority upon request at no additional cost. 
- Contractor shall provide the Authority with a monthly activity/invoicing report for each Asset Management Property (AMP). 
The spreadsheet shall contain at a minimum, the following information: 
• List of AMPs 
• Number of calls per AMP 
• Number of e-mails per AMP
• Additional information for inclusion in report may be requested by the Authority. 
• Cost per call
(2) All questions must be submitted no later than October 19, 2020.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

Expiry Date : Monday, 26 October, 2020

Question Answer Deadline : Monday, 19 October, 2020

Category : Call Center and Answering

Country : USA

State : Ohio

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