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CC-2854 - USA (Michigan) - 24 Hours Incoming After Hours Answering Services - Deadline October 4,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2854

Government Authority located in Michigan; USA based organization looking for expert vendor for 24 hours Incoming after hours answering services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

Vendor needs to provide 24 hours Incoming after hours answering services
- To provide after hour answering service as ordered on an as-needed basis
- Normal business hours are 7:00 AM till 4:00 PM Monday – Friday. Coverage is required weekdays from 4:00 PM – 7:00 AM (Monday - Friday), Weekends and County holidays.
- The County is requiring a contractor to accept telephone calls by live operators stationed at 24-hour centers that can forward phone messages, text messages, and emails to designated staff and have the ability to judge the severity of important calls that require immediate response based on criteria supplied by the County. Operators must be able to forward messages to both cell and office contacts which may include making phone calls, sending texts messages and faxes as well as forwarding voicemails.
- Answer 80% of calls within 120 seconds of call offered
- Answer 95% of calls within 180 seconds of call offered
- The successful contracted answering service will be required to keep the average call duration time to 2.5 minutes per incoming call on a monthly basis. Contractor shall have personnel trained in concisely responding to customer’s issues
- In the event contractor continually avenges calls exceeding 2.5 minutes the contractor shall provide additional training to staff in order to increase
call efficiency

[*] 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 : Wednesday, 4 October, 2023

Category : Call Center and Answering

Country : USA

State : Michigan

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