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CC-2341 - Canada (Newfoundland and Labrador) - Afterhours Telephone Services - Deadline May 30,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2341

Government authority located in Newfoundland and Labrador; Canada based organization looking for expert vendor for afterhours telephone services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide telephone services for city during after hours, weekends and statutory holidays.
- The contractor must answer telephone calls directed to the city during weekdays between the hours of 4:00 p.m. and 8:00 a.m. Weekends between 4:00 p.m. Friday to 8:00 a.m. Monday, Statutory Holidays between 4:00 p.m. of the last workday before the holiday up to 8:00 a.m. of the first workday after the holiday.
- Telephone calls may need to be answered during regular work hours (Weekdays from 8:00 a.m. to 4:00 p.m.), at the request of the city.
- The contractor shall utilize a two-way radio or telephone to communicate with employees when required.
- The contractor must be able to connect to the city’s two-way radio system in a fully compatible manner, and via an interface that is feasible and acceptable to the city as it relates to performance, security, and other factors as determined by the city.
- In the case of non-urgent requests from callers, the contractor shall make note of the call to include on the next report.
-  To prevent unauthorized persons from receiving messages, the contractor must implement a security account number to be used when communicating messages over the telephone.
-  During periods of normal call volumes, calls shall be answered with a waiting time of no longer than five (5) minutes.
- The approximate average weekly minutes on calls has been 159.28.
- An approximate average of 2-8 calls per day for ‘non-event’ days, and 5-15 calls per day for ‘weather event’ days and also there were 10-60 calls per day during the event, which reflects that this extraordinary storm was well outside the norm.

[C] Eligibility:

- Onshore (Canada Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Monday, 30 May, 2022

Category : Call Center and Answering

Country : Canada

State : New Foundland

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