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CC-2402 - USA (Ohio) - Answering Services for Property Management and Call Center - Deadline August 16,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2402

Government Authority located in Ohio, USA; based organization looking for expert vendor for answering services for property management and call center.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide answering services for property management and call center.
- telephone answering services in the event of staff absence; to promote social distancing by providing residents telephonic communication instead of management office visits and to enhance resident communication with the property management staff
- number of monthly calls vary depending on the season (for example, summer air conditioner and winter heater calls increase during those seasons). The number of daily calls is higher on Mondays and Fridays.
- average length of a call is 5 minutes.
- Asset Management will provide the necessary training materials such as answering service script, property listings, recognized emergency listing and protocol for staff calling.
- ability to provide data entry services in Yardi to update the tenant memo documenting the call
- ability to record all telephone calls. Telephone call audio records must be maintained for no less than 2 years.
- ability to provide data entry services in Yardi to update the tenant memo documenting the call.
- ability to record all telephone calls. Telephone call audio records must be maintained for no less than 2 years.
- telephone answering and message services as needed. Services will be required 365 days per year.
- performing memo entry, the services will be provided 24-hours per day, including holidays and weekends for the Household Reporting Line
- prepare a daily, detailed spreadsheet of messages and forward to Asset Management, by no later than 7:30 a.m. on the morning following a daily message period.
- to answer all incoming calls during off-duty hours, office closures, and holidays.
- All incoming calls shall be answered by the third ring.
- use the information provide to answer questions for the calls to eliminate the need for return calls. A record of those call should be maintained and include on the daily list as calls that do not
require a callback.
- Normal work hours for ASSET MANAGEMENT are from 8:00 a.m. – 4:30 p.m. Monday through Friday, except holidays.
- For calls received after hours, holidays or weekends, Contractor(s) shall e-mail no later than 7:00 a.m., on the next business day all information received from the previous shift.
- number of monthly calls vary depending on the season (for example, summer air conditioner and winter heater calls increase during those seasons). The number of daily calls is higher on Fridays, Saturdays, and holidays.
- to answer all incoming calls during off-duty hours, office closures, and holidays.
- All incoming calls shall be answered by the third ring
- Normal work hours for the Authority are from 8:00 – 4:30 p.m. Monday through Friday, except holidays. Transfer from the Authority to answering service will normally occur between 4:15 p.m. and 4:30 p.m., Monday through Friday. Transfer from answering service back to the Authority will occur between 7:45 a.m. and 8:00 a.m., Monday through Friday
- to answer all incoming calls during off-duty hours, office closures, and holidays.
- All outgoing calls attempts must be made at least 3 times during different time slots in the week to ensure that resident is provide with every opportunity to receive the communication or to respond to an inquiry.
(2) A non-mandatory pre-proposal conference will be held on August 9, 2022.
(3) All questions must be submitted no later than August 11, 2022.

[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 : Tuesday, 16 August, 2022

Pre-proposal Conference Date : Tuesday, 9 August, 2022

Question Answer Deadline : Thursday, 11 August, 2022

Category : Call Center and Answering

Country : USA

State : Ohio

Cost to Download This RFP Document : $ 9

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