Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2698

Government Authority located in Nebraska; USA based organization looking for expert vendor for telephone answering service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide telephone answering service.
- The services provided under this Agreement are to answer the City's "Public Works Department 24-hour hotline" (402-444-4919) during certain hours. The successful bidder will answer the telephone, log the phone calls, and provide that information to others in the manner detailed below.
- The normal hours of operation are from 11:00 pm to 7:00 am, Monday through Friday and 24-hours per day on all weekends and City holidays (currently 12 per year). Hours of operation may be temporarily adjusted at any time, for any reason.
- The number of calls received during that time period ranges from 1 to 10 calls per hour during a typical month. The successful bidder must be able to handle up to 50 calls per hour under normal circumstances with no increase in cost. If the City declares an emergency situation, the bidder must be able to expand their operation to handle up to 250 calls per hour.
- Under normal circumstances, the phone call must be answered by a person within four (4) rings. To handle momentary overflows, any calls not answered within 4 rings must be switched to a recording machine that can take the call. All recorded message must be answered or appropriately addressed within 10 minutes. Every incoming call must be addressed.
- Upon answering the phone, the following information must be recorded. The City will provide written information on how to handle common problems and requests (see Exhibit "A"). The City will provide up to 40 hours of training to the successful bidder, at a location within the City of Omaha. The training will include screening of calls, identifying pertinent information and making an appropriate referral.
(2) All questions must be submitted no later than June 8, 2023.
(3) Contract period will be for one year.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite/Onsite.

Expiry Date : Wednesday, 14 June, 2023

Question Answer Deadline : Thursday, 8 June, 2023

Category : Call Center and Answering

Country : USA

State : Nebraska

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