Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2867

Government Authority located in British Columbia; Canada based organization looking for expert vendor for emergency answering service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide emergency answering service.
- The Supplier shall provide 24 hour, 7 days per week emergency calls answering services as directed by housing representative.
- Calls received during office hours 8:30am - 4:00pm Monday to Friday.
- For all incoming calls, the Supplier will record the tenant’s name, phone number, (PST time stamped or indicated on daily reports) and address with municipality and will pass the information onto housing maintenance department. Inform the tenant to remove call block.
- The Supplier shall send a written report of all previous night’s emergency calls by 8:30am the next morning.
- After taking required information and matches it to an emergency criterion, the supplier is to keep the caller on hold while they call the housing representative. After giving the required information to the housing representative, ask if they want to be patched through to the caller.
- On occasion when housing maintenance representative cannot directly contact the tenant due to call block, the supplier will be required to patch the housing maintenance representative to the caller and ensure that the maintenance number is not displayed to the caller on the other end.
- Provide a portal with username and password for housing designate to access messages.
- Provide monthly year to date report, itemizing each period, month, account name and number, Total call, calls answered, calls abandoned, average answer time and average talk time.
- The supplier shall provide detailed billing according to call type. (i.e. patch rate).
- The supplier shall honor the pricing for the contract term (Year1-2). Prior to contract expiration, within sixty (60) calendar days, the prices may be re-negotiated for the optional years (Years 3-4 and 5-6).
- Call recording notification required on all recorded calls.
(2) All question must be submitted no later than October 23, 2023.

[*] Eligibility:

Onshore (Canada Organization Only);

[*] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Thursday, 9 November, 2023

Question Answer Deadline : Monday, 23 October, 2023

Category : Call Center and Answering

Country : Canada

State : British Columbia

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