CC-2406 - USA (Ohio) - Answering and Outbound Calls Services - Deadline August 23,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2406

Government Authority located in Ohio; USA based organization looking for expert vendor for answering and outbound calls services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide answering and outbound calls services.
- Normal work hours for TPS are from 8:00 a.m. – 4:30 p.m. Monday through Friday, except holidays. Transfer from TPS to answering service will normally occur between 8:00 a.m. and 9:00 a.m., Monday through Friday. Transfer from answering service back to TPS will occur between 7:45 a.m. and 8:00 a.m., Monday through Friday. Generally, services to be provided hereunder will be at days and times other than TPS normal work hours. There may be times when services will be required during TPS’s normal working hours. Work order entry and answering services will be 24-hours per day, including holidays and weekends.
1. Answering services:
- Contractor is to provide relief-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.
- The contractor will live-answer all calls coming into the property management office and send email messages with the callers contact information and the reason for the call.
- The contractor will contact the property manager directly by phone or email if the call is on the recognized emergency list with an identified response time and contact chain of escalation if the call or email is not responded to.
- The contractor will submit a daily spreadsheet with calls and will answer calls during working hours for touchstone property services as needed. The need typically arises due to property manager illness or vacations.
1. Telephone answering, message services, and memo entry:
- Contractor to provide telephone answering and message services as needed. Services will be required 365 days per year.
- If contractor is unable to enter the memos in yardi or that option is not selected by touchstone property services, then contractor must prepare a daily, detailed spreadsheet of messages and forward to touchstone property services, 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.
- All incoming calls shall be answered by the third ring.
1.2. Answering services and outbound calls for touchstone property services:
- Contractor shall provide touchstone property services with a monthly activity or invoicing report for each touchstone property services Property.
2. Outbound calls and information collection:
- Services may be used to communicate messages to residents in the event of staff absence; to promote social distancing by providing residents and applicants telephonic communication instead of management office visits, to communicate staff messages during an emergency to provide collection services of outstanding accounts and for the purposes of collecting data or other information from residents, applicants or stakeholders.
- The contractor will complete outbound calls for the site property management office for obtaining information, data, acknowledgements, consent from residents, applicants or other stakeholders.
- It is anticipated that the initial call may result in the contractor leaving a message. The contractor must have the ability to accept incoming or return calls and respond to incoming calls.
- The average length of a call is five to seven minutes, depending on the script.
- Touchstone property services will provide the necessary training materials such as answering service script, property listings, recognized emergency listing, and protocol for staff calling.
(2) A non-mandatory pre-proposal conference will be held on August 15, 2022.
(3) All question must be submitted no later than August 18, 2022.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

Expiry Date : Tuesday, 23 August, 2022

Pre-proposal Conference Date : Monday, 15 August, 2022

Question Answer Deadline : Thursday, 18 August, 2022

Category : Call Center and Answering

Country : USA

State : Ohio

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