Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2887

Government Authority located in Ontario; Canada based organization looking for expert vendor for after-hours answering service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide after-hours answering service.
- Providing excellent public health services is a twenty-four hour, seven day a week, three hundred sixty-five day a year requirement.
• After-hours customer service support.
• Call triaging and referral.
• Weekly and monthly call log report generation.
- Agency receives calls from the public, local businesses, municipalities, service providers, drinking water operators, laboratories, health care facilities and health care professionals. Calls during regular operational hours are handled by public health staff.
- Agency does not require overflow call handling during normal business hours.
- The successful bidder shall provide a dedicated account manager for day-to-day account support.
- The account manager shall be responsive to emails and phone communications.
- A supervisor and or delegate shall be available on-call 24/7/365 to respond to requests during emergency events with the authority to make changes to the agency account as needed.
- The successful bidder shall have the ability to record phone calls for the purpose of quality assurance and maintain recordings for 30 days in the event agency requires review of a call.
- Obtain and record a description of the issue or concern.
- Record the caller’s name, location and phone number (a phone number is important so agency can call the caller back).
- Dispatch the call to the appropriate agency staff per schedule provided by agency within five minutes.
- Calls shall not be placed on hold for more than one minute.
- All calls shall be answered by a live operator. In addition, such calls should be recorded for quality assurance purposes (e.g., to support referral in the event there is an issue with transcription of a call to agency staff).
(2) Vendor have to registered on Issuing Authority website in order to download unwatermarked RFP.

[*] Eligibility:

Onshore (Canada Organization Only);

[*] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Friday, 17 November, 2023

Category : Call Center and Answering

Country : Canada

State : Ontario

RFP Expired

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