CC-2646 - USA (California) - Permit Compliance Support and 24/7 Call Center Services - Deadline May 12,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2646

Government Authority located in California; USA based organization looking for expert vendor for permit compliance support and 24/7 call center services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide permit compliance support and 24/7 call center services.
- The city is also requesting proposals for a 24-hour live call center to receive website and phoned complaints.  The city receives an average of 20 calls to the call center monthly.
- Create and maintain a database of short-term lodging units, both permitted and unpermitted, which shall include physical address of the property, unit numbers and parcel numbers, and which shall be accessible by City staff.
- Call Center: -
- Provide a 24-hour call center where the public may speak to live persons to report alleged violations by phone.
- Ensure Call Center staff uses script provided by the City;
- Provide immediate and real time notification to City personnel and the local contact/owner/agent by e-mail, phone and text;
- Update emergency contact information within 24 hours of City request and notification;
- Provide full documentation of all incidents, including call logs and audio recordings within 24 number of hours/days of contact
- Provide metrics reports as requested, including, but not limited to, total inbound calls, actions taken on calls, call length and wait time.
(2) All question must be submitted no later than April 28, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

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

Expiry Date : Friday, 12 May, 2023

Category : Call Center and Answering

Country : USA

State : California

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