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CC-2529 - Canada (Ontario) - In-Bound Call Centre Services - Deadline January 30,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2529

Government Authority located in Ontario; Canada based organization looking for expert vendor for in-bound call centre services.

[*] Budget: Looking for proposal

[*] Scope of Service:

(1) Vendor needs to provide in-bound call centre services.
a) Answer all incoming calls 24 hours a day, 7 days a week including statutory holidays.
b) Answer all calls within three rings or eighteen seconds based on monthly average.
i. If calls are not answered within three rings, the Vendor must have a system that put calls in a queue, maintaining chronological order, until calls are answered by a live CSR.
c) Comply and effectively triage all incoming calls in accordance with the Animal Welfare Call Centre Decision Tree to the appropriate agencies in accordance with the Animal Welfare Call Centre Contact List.
d) Completion of an incident report about an incoming call when actioned by the Animal Welfare Call Centre Decision Tree. An incident report template will be created by the Vendor in conjunction with the Ministry.
i. The Vendor will ensure that the completed incident report is sent directly to Ministry Representative within thirty (30) minutes of call completion by email and/or other means as required by the Ministry.
e) Translation of the Animal Welfare Call Centre Script into French.
f) Maintain a recording of all calls received and provide the Ministry with copies upon request.
(2) All question must be submitted no later than January 10, 2023.

[*] Eligibility:

Onshore (Canada organization Only);

[*] Work Performance:

Performance of the work will be offsite.

Expiry Date : Monday, 30 January, 2023

Question Answer Deadline : Tuesday, 10 January, 2023

Category : Call Center and Answering

Country : Canada

State : Ontario

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