CC-2644 - USA (Massachusetts) - Afterhours Answering Service - Deadline April 25,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2644

Government Authority located in Massachusetts; USA based organization looking for expert vendor for afterhours answering service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

Vendor needs to provide afterhours answering service to quickly and professionally triage and dispatch all calls received from both staff members and tenants.
- maintain electronic records for all properties. Each call received and made by the vendor must be logged and reported to each awarding authority via email, no later than 7:30 a.m. on the following business day
- electronically record all incoming and outgoing calls.
- answer calls within three (3) rings and all calls must be received by a live operator at all times; no calls shall be received by an electronic device such as an answering machine.
- vendor receives, or responds to a particular complaint or request, they must have a basic understanding of maintenance issues.
- All calls received by the answering service will be dispatched, once the nature of the call has been established
- Emergency or Urgent Calls: If the nature of the call is an emergency or an urgent situation
- Monday through Friday calls, between 4:00 p.m. and 7:30 a.m. will be made to the on-call maintenance cell phone.
- All weekend calls after Friday 4:00 p.m. to the following Monday at 7:30 a.m. will be made to the on-call maintenance cell phone.  
- Holiday calls will be made to the on-call maintenance cell phone.
- answering service must have a number that all phone calls can be transferred to in the event that the phone system is not operating correctly.
- answering service must have either an emergency generator, a UPS, or some other type of adequate back-up in the event that the answering service’s phone system fails to operate.
- answer calls as follows:
     • Between 4:00 p.m. Monday and 7:30 a.m. Tuesday.
     • Between 4:00 p.m. Tuesday and 7:30 a.m. Wednesday.
     • Between 4:00 p.m. on Wednesday and 7:30 a.m. on Thursday.
     • Between 4:00 p.m. on Thursday and 7:30 a.m. on Friday.
     • Between 4:00 p.m. Friday and 7:30 a.m. Monday, which is 24-hour coverage for
        Saturday and Sunday.
     • 24-hour coverage during holidays.
     • 24-hour coverage for other instances as necessary where normal work day staff is unable to answer calls, e.g. when offices are closed due to fire, wind, snow, or other unforeseen circumstances.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Tuesday, 25 April, 2023

Category : Call Center and Answering

Country : USA

State : Massachusetts

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