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CC-2419 - USA (South Carolina) - After-Hours Answering Services - Deadline September 16,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2419

Government Authority located in South Carolina; USA based organization looking for expert vendor for after-hours answering services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide after-hours answering services that will receive incoming calls.
• Calls will be answered or triaged to gather basic information, and as appropriate, escalate emergency calls to suitable staff.
• Answer calls after business hours, during county observed holidays, during provisional one day and during office meetings. The office is open Monday through Friday 8:00 AM – 4:30 PM EST.
• After-hours operator to contact appropriate DCPW or DCWS staff based on caller situation and provide staff with caller information for follow-up.
• Ability to handle high call volumes.
• Operator shall not provide county contact information to caller.
• Provide a live person when answering incoming call. No automated phone trees.
• In case of an emergency at the awarded proposer’s primary location, services will continue without
interruption and calls will be re-directed to a back-up location.
• Update and maintain an on-call contact list. DCPW and DCWS will provide the list weekly.
• Record all calls and retain caller information for six months from date received.
• Answer or triage all calls providing superior customer service.
• Contractor shall comply with all applicable federal, state and local laws, rules, regulations, ordinances and codes and obtain any licenses or permits required to provide the services under this solicitation.
• Contractor’s personnel shall conduct all work in a professional manner even when dealing with
residents, staff or other callers in high stress situations.
1. County public works:
• There will be approximately 5,000 calls annually with an estimate of 300 – 500 calls per month.
2. County water and sewer:
• There will be approximately 7,065 calls annually with an estimate of 300 – 1,000 calls per month. The peak months are October –January.
(2) All question must be submitted no later than September 02, 2022.
(3) A contract period will be for one year.

[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 : Friday, 16 September, 2022

Question Answer Deadline : Friday, 2 September, 2022

Category : Call Center and Answering

Country : USA

State : South Carolina

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