Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2620

Government authority located in Washington; USA based organization looking for expert vendor for afterhours call answering services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

Vendor needs to provide after-hours customer service telephone answering and call out service.
- The Contractor shall answer the call within 5 rings or less than 30 seconds of ringing. Caller shall not be on hold for greater than 5 minutes.
- All calls are documented regardless of priority.
- Calls that are determined to be high enough priority will require the contractor to call the appropriate tradesman supervisor and inform them of the situation.
- The Contractor shall try to call the supervisor again when a confirmed response is not received after 15 minutes.
- The Contractor shall call the next person on the callout document if there is still no confirmed response from the supervisor.
- The first call will be to the section supervisor or standby personnel as appropriate, beginning with the work cell number first when listed.
- The Contractor shall provide the documented log summary of all evening and previous day service phone calls, outgoing and incoming, to the service desk each workday morning by 7:00 AM via e-mail.

[*] Eligibility:

Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 7 April, 2023

Category : Call Center and Answering

Country : USA

State : Washington

RFP Expired

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