Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2461

Government Authority located in Virginia; USA based organization looking for expert vendor for after hours on call answering service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide after hours on call answering service to provide on a 24-hours basis on-call after-hours weekend, holiday, and non-emergency and emergency answering service through a call center operation.
- Primary responsibilities include answering telephone calls, collecting and distributing text and email requests and notifications, and dispatching of appropriate Department personnel in response to emergency or non- emergency water or waste water concerns.
- Provide answering services to the Department as follows:
1) Routine Coverage. Monday through Friday from 4:30 PM to 8:00 AM.
2) Weekend Coverage. Saturdays and Sundays on a 24-hour basis.
3) Holiday Coverage. On a 24-hours basis on the below County-observed holidays. When a holiday falls on a Saturday, the holiday will be observed on the preceding Friday. If a holiday falls on a Sunday, the holiday will be observed on the following Monday.
- Call center answering service. The contractor shall provide answering services for both emergency and non-emergency calls
- Utility emergency service requests - calls other than Non-Emergency Service Requests. Utility
emergency service requests are calls of an urgent or threatening nature
- Approximately after-hours call data from June 2020 through May 2021 is 3,645.
(2) All the questions must be submitted no later than October 6, 2022
(3) The contract period will be for one year.

[C] Eligibility:

- Onshore (US Only)

[D] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Tuesday, 18 October, 2022

Question Answer Deadline : Thursday, 6 October, 2022

Category : Call Center and Answering

Country : USA

State : Virginia

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