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CC-2882 - USA (Florida) - Answering Services - Deadline December 8,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2882

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

[*] Budget: Looking for Proposals

[*] Scope of Service:

Vendor needs to provide answering services.
- After-hours professional answering services.
- Calls received require immediate action to provide for the safety and well-being of the public.
- Services to be performed are answering all after-hours calls, collecting vital information, responding to informational requests, relaying pertinent information to designated staff, and recording/documenting all calls in accordance with county procedures and protocol.
- Upon receiving a call, the vendor’s operator shall obtain as much information as possible from the caller relative to the situation. After being advised of the situation and assessing the nature of the call, when required the operator shall immediately contact the designated county staff member to address the situation
- To answer multiple calls from citizens during the designated hours of service
- Prepared at any time to provide continuous service on a 24-hour basis
- provided call list of the designated county personnel upon the request of the county.
- Call lists or contact numbers of designated staff shall not be provided to citizens.
- Answering services utilizing clear and effective communication skills in both English and Spanish.
- Ensure that all incoming calls are handled immediately (no more than three rings).
- Incoming calls shall not be placed on hold for an excessive period of time on a continual basis
- Maintain and archive an audio recording of each incoming call that was received with the ability to easily retrieve the recorded call and email to the appropriate
- Recordings and documentation must remain archived for a minimum of 60 days.
- Incoming Calls:
- Date and Time of incoming call
- Person taking the call
- Full name of caller
- Address
- Telephone Number
- Reason for call
- Type of service needed
- Action taken
- Outbound Calls:
- Date and Time of outbound call
- Person placing the call
- Name of County’s staff member/designee on duty
- Name of County’s staff member/designee call was relayed to
- Number of times County’s staff member/designee was called
- Confirmation of verbal contact with County staff member/designee
- Outbound Text Messages:
- Date and Time of outbound text
- Person sending the text
- Name of County’s staff member/designee on duty
- Name of County’s staff member/designee text was sent to
- Confirmation of text message received by County staff member/designee
- Date call was taken
- Time call was received
- Type of service required
- Time call relayed to county staff member/designee
- Customer name
- Customer address
- Customer telephone number
- Details of call (Action/Service requested and location)
- Information provided to customer
- Name of County personnel call was relayed

[*] Eligibility:

- Onshore (USA organization Only);

[*] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Friday, 8 December, 2023

Category : Call Center and Answering

Country : USA

State : Florida

Cost to Download This RFP Document : $ 4

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