Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2886

Government Authority located in New York; USA based organization looking for expert vendor for telephone answering services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide telephone answering services for 24 Hours incoming calls.
- The Contractor shall provide 24-hour call centre service to include no less than two persons available to answer incoming calls, and one direct inward call line for call forwarding.
- In the event of a national emergency this contract shall have the capability to be surged (ie: increased staff/hours) If a surge were to occur a new price would be negotiated during the surge time only.
- The Contractor shall provide a shift supervisor for each scheduled shift to provide guidance and resolve problems as required.
- The Contractor shall answer phone with "Public Works Emergency Service Line", give their name, and identify themselves as a Contractor.
- The Contractor shall answer at least 75% of all phone calls within four rings. If unable to answer within four rings, the Contractor shall place the call into a queue with message that explains that their call will be answered by the next available operator.
- The Contractor shall utilize an automated recording system to record all pertinent information about each call.
- Hours of Operation: Twenty-Four (24) hours per day, seven (7) days per week.
(2) All the questions must be submitted no later than November 13, 2023.
(3) Contract period will be for one year.
(4) Total Small Business Set-Aside.

[*] Eligibility:

Onshore (USA Organization Only)

[*] Work Performance:

Performance of the work will be Onsite/offsite

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Monday, 20 November, 2023

Question Answer Deadline : Monday, 13 November, 2023

Category : Call Center and Answering

Country : USA

State : New York

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