Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2864

Government Authority located in Connecticut; USA based organization looking for expert vendor for 24 X 7 after hours customer support services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide 24 X 7  after hours customer support services
- Normal operational working hours are from 8:00 a.m. to 4:30 p.m. Monday through Friday. Customer calls for service requests during these hours are handled by the staff
- Require After Hours Customer Support Services from 4:30 p.m. to 8:00 a.m. Monday through Friday, and twenty-four (24) hour answering service on weekends and holidays
- Require call handling during times of major outages or severe weather events. These events may include, but are not limited to hurricanes, tropical storms, and snow storms.
- Require call handling during business hours in the event of training days or staff meetings
- Communicate with on-call staff as needed / Dispatch emergency after hours calls
- Manage overflow outage calls during regular business hours, and after business hours including weekends and holidays.
- Control customer support calls for both emergency and non-emergency for all services, and any other company supported.
- Answer calls by live representatives at all times/hours.
- Maintain infrastructure, staffing levels and automation at adequate levels so consumer does not receive a busy signal.
- Create a customizable menu for accurate response and use of automated call processing when applicable.
- Time stamp, date, and record all inbound and outbound calls with process for utility to request and receive call recordings and event logs.
- Provide bilingual services.
- Provide direct phone number to call center dispatch.
- Supply access to call center reporting and statistical data
- The Vendor must provide a dedicated Account Manager for day-to-day account support.
- A supervisor shall be available on-call 24/7 to respond to requests during emergency events with the authority to make changes to the account as needed.
- Account support and a supervisor/ manager must be reachable at all times
- Be courteous and professional.
- 90% of calls shall be answered by a live operator within thirty (30) seconds without the use of a recording.
- Calls shall not be placed on hold for more than one (1) minute.
- The Vendor shall record, time stamp and retain an audio recording of all calls.
- Audio recordings maintained for a minimum of sixty (60) days for periodic review.
(2) All the questions must be submitted no later than October 24, 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 : Monday, 6 November, 2023

Question Answer Deadline : Tuesday, 24 October, 2023

Category : Call Center and Answering

Country : USA

State : Connecticut

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