Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2869

Government Authority located in Vermont; USA based organization looking for expert vendor for statewide answering services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide statewide answering services.
- Public and the on-call departmental staff. This service must be available 7 days a week, 24 hours a day, 365 days per year.
- refer calls to appropriate department services and will provide access to non-English speakers for all health and safety related questions
- The answering service will answer during business hours. They will respond to the public and departmental staff during non-business or emergency periods.
- Provide 100% reliable and prompt telephonic responses to all callers to the various state telephone lines.
- Triage calls according to the instructions provided by State Agency until the appropriate on-call person has been reached.
- Adhere to instructional appendices for detailed protocols.
- Emergencies
- Provide necessary coverage for situations where unexpected or unplanned public needs arise. This may include adding staff or using back up locations.
- Provide feedback to State Agency Contract Manager regarding improvements to service based upon issues encountered.
- Provide training to Contractor’s employees regarding any calls that State Agency becomes aware of that were misdirected.
- Provide copies of After Hour calls to State Agency by 8:00 AM each business day to the fax line provided.
- Day Time/Business Hours - Monday through Friday 07:45 AM - 4:30 PM
- Evenings and Weekends/Non-Business Hours – Friday 4:31 PM – Monday 7:45 AM
(2) All questions must be submitted no later than October 26, 2023.
(3) The contract period will be for one year.
(4) This service must be available 7 days a week, 24 hours a day, 365 days per year.
(5) 2022 monthly call average is approximately 1157 calls.

[*] Eligibility:

Onshore (USA Organization Only)

[*] Work Performance:

Performance of the work will be Offsite

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Thursday, 9 November, 2023

Question Answer Deadline : Thursday, 26 October, 2023

Category : Call Center and Answering

Country : USA

State : Vermont

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