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CC-2875 - USA (Ohio) - Work Order Answering Services - Deadline November 7,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2875

Government Authority located in Ohio; USA based organization looking for expert vendor for work order answering services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide work order answering services.
- After hours answering and maintenance dispatch services
- The number of monthly calls vary depending on the season (for example, summer air conditioner and winter heater calls increase during those seasons). The number of daily calls is higher on Fridays, Saturdays, and holidays.
- Contactor must have the ability to complete short customer services surveys, as needed
- Provide the necessary training materials such as on-call, property listings, recognized emergency listing, protocol for staff calling, and the holiday schedule but the Contractor(s) should have the ability to provide services the day the contract starts.
- There is no required total call capacity or simultaneous inbound call capacity.
- 100% of calls should be answered by a live operator.
- Telephone Answering and Message Services:
- Provide telephone answering and message services on a daily basis with weekends and holidays included. This may include office closures such as company events, inclement weather, etc. Services will be required 365 days per year
- Prepare a daily, detailed spreadsheet of messages and forward to the Authority, by no later than 7:30 a.m. on the morning following a daily message period.
- Provide qualified Bilingual English/Spanish operators, at all times, to perform the work required of this QSP and any resulting contract.
- Normal work hours for the Authority are from 8:00 – 4:30 p.m. Monday through Friday, except holidays
(2) All questions must be submitted no later than November 1, 2023.
(3) The contract period will be for one year.
(4) An estimated 2500 to 3,000 work order calls are received per month.
(5) The average length of a call is 3-5 minutes. Calls should be answered within the third ring. Average hold time must be less than 2 minutes.

[*] Eligibility:

Onshore (USA Organization Only)

[*] Work Performance:

Performance of the work will be Offsite

[*] Proposal Submission:

Response should be submitted physically (courier or post).

Expiry Date : Tuesday, 7 November, 2023

Question Answer Deadline : Wednesday, 1 November, 2023

Category : Call Center and Answering, Global , Remote , Offshore

Country : USA

State : Ohio

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