CC-2453 - Canada (Nova Scotia) - After Hours Provider Service - Deadline September 29,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2453

Government Authority located in Nova Scotia; Canada based organization looking for expert vendor for afterhours provider service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide afterhours provider service.
- To answer 311’s after business hours, on weekends, and on holiday telephone calls.
- To answer the calls for agency outside of normal operating hours to dispatch accordingly and supply required update notes.
- Telephone service provider shall accept telephone calls by live operators stationed at an offsite, 24-hour call center that can dispatch urgent calls, refer non-urgent calls to daytime service, and send an individual record of every call received by email.
- Ability to evaluate and prioritize the severity of important calls and provide detailed reporting of calls.
- After business hours, weekends, and holiday telephone calls.
- After speaking with the customer, the Proponent shall call the appropriate Halifax Water contact person immediately upon receiving the emergency call
- Record the agency contact person that was called, the time of the call, and the resolution of the call
- Any calls not answered by the Proponent must be switched to a recording device that can take a message from the caller
- Busy signals and drops shall not be allowed. Any recorded message must be answered or appropriately addressed within 10 minutes. Every incoming call must be addressed.
- During regular business hours between 8:00 am to 6:00 pm, overflow calls may be forwarded to the proponent when call volume is high.
- Proponent shall answer calls by saying “Thank you for calling the Emergency Answering Service
- Answering service shall answer 80% of calls offered within 20 seconds. During the period of high (near continuous) call volume, these requirements will be revised or waived.
- Callers may be put on hold after the call is answered however the average hold time shall not exceed one minute
- Able to handle at least 3 calls simultaneously under normal circumstances and provide additional support for calls during emergency situations, such as weather events
- Calls must be logged in a clear, concise, and accurate manner
- Calls must be recorded in a commonly available electronic computer program
- Caller’s name
- Phone number where they can be reached
- Address of the emergency
- A description of the emergency
- Time of call
- Length of call.

[C] Eligibility:

- Onshore (Canada Organization Only);

[D] Work Performance:

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

Expiry Date : Thursday, 29 September, 2022

Category : Call Center and Answering

Country : Canada

State : Nova Scotia

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