CC-2324 - USA (Washington) - Work Order Answering Service - Deadline May 25,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2324

Government Authority located in Washington; USA based organization looking for expert vendor for work order answering service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide work order answering service for tenant-originated phone calls 24/7, 365 days per year, including holidays and weekends.
- Text messages and phone calls need to be sent within 15 minutes of the initial phone call and another 15 minutes to enter the work order.
- Provide multi-lingual communication with the following languages and communication methods in mind: Russian, Ukrainian, Vietnamese, Spanish, Arabic, Marshallese, Bhutanese, Somali, Swahili, and TTY or use of TRS Services (Telecommunications Relay Service).
- Communicate effectively with agency tenants and Maintenance Staff for expedient and efficient delivery of work order repairs.
- Will not revise agency’s customized answering service protocols, definitions and response methods without approval of agency management.
- The housing authority will forward the work order telephone number to the 800-number provided by the awarded vendor.
(2) Approximate historical call volumes was 5,429 in weekends and 4,840 in workweek during year 2019.
(3) Approximate historical call volumes was 4,751 in weekends and 4,099 in workweek during year 2021.
(4) All the questions must be submitted no later than May 18, 2022
(5) The contract period will be for three years.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Wednesday, 25 May, 2022

Question Answer Deadline : Wednesday, 18 May, 2022

Category : Call Center and Answering

Country : USA

State : Washington

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