Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2906

Government Authority located in Ireland based organization looking for expert vendor for out of hours non emergency call answering service.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide out of hours non emergency call answering service.
- Take the call, contact the relevant on-call staff member and follow the escalation process as instructed. Use of maps and GIS system to identify the correct location and contact the correct on-call staff member
- Significant Incident Service such as severe prolonged weather conditions where the service provider will be capable of scaling up their service to address the increase in calls. It is the councils preference that this service is operated by phone call and follow up SMS service with a means of on-call staff being able to make direct contact with service. The provider will be able to provide daily reports to the local authority to follow up on the following day.
- Call volumes and response times
- Kildare up to 1700 annually
- Kilkenny up to 200 annually
- Offaly up to 250 annually
- Carlow up to 250 annually
- Calls answered within 20 seconds.
(2) Approximately call volume will be 3,000 calls over a 1-year period.
(3) All question must be submitted no later than November 28, 2023.

[*] Eligibility:

- Onshore (Ireland organization Only);

[*] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Sunday, 12 November, 2023

Question Answer Deadline : Tuesday, 28 November, 2023

Category : Call Center and Answering

Country : Ireland

State :

RFP Expired

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