Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2452

Government Authority located in Ohio; USA based organization looking for expert vendor for 24 hours 3-1-1 citizen support center afterhours call support services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide 24 hours 3-1-1 citizen support center afterhours call support services.
- After hours operator to answer the city main line.
- After hours operator to contact city staff based on caller situation and provide staff with caller information to follow-up.
- Confidential information shall not be provided to caller.
- Successful vendor will be provided an outlined script with instructions to answer all calls.
- Answer or triage all of the city calls Monday thru Friday 5:20 p.m. to 7:40 am, Saturday 24 hours, Sunday 24 hours, all city observed holidays, provisional days 24 hours, snow days and city furlough Days 24 hours, surplus days 24 hours.
- Provide daily report of messages
- Re-direct calls to a backup location in case of an emergency at vendor location.
- Update and maintain a city emergency contact list daily.
- Record all calls, store for 6 months to one year from date received.
- Meet an 80% of calls answered within 90 seconds standard.
- Communicate biweekly and as needed with the city to discuss any issues, questions or concerns regarding client inquiries or policies and protocols.
- It is the expectation of the city that the successful respondent will have the ability to provide culturally diverse services, including the ability to receive calls from non-english speaking individuals through the use of bilingual staff or translation services. Further, it is the expectation of the city that customer service standards for non-english speaking individuals are equal to those of callers whose primary language is english.
(2) A pre-proposal conference will be held on September 16, 2022.
(3) All question must be submitted no later than September 23, 2022.

[*] Eligibility:

- Onshore (USA Only);

[*] Work Performance:

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

Expiry Date : Friday, 7 October, 2022

Pre-proposal Conference Date : Friday, 16 September, 2022

Question Answer Deadline : Friday, 23 September, 2022

Category : Call Center and Answering

Country : USA

State : Ohio

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