Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2912

Government Authority located in Massachusetts; USA based organization looking for expert vendor for after-hours emergency call answering and processing service.

[*] Budget: Looking for proposal

[*] Scope of Service:

(1) Vendor needs to provide after-hours emergency call answering and processing service to manage our after-hours emergency phone line which deploys communication access providers to emergencies after hours and on weekends and holidays.   
- Robust After-Hours Call Center to manage our After-Hours Emergency phone line which deploys communication access providers to emergencies after hours and on weekends and holidays.
- Agency provides communication access for Deaf and hard of hearing people in emergency medical, mental health and legal situations.
- The contractor that provides after-hours call answering and message processing services will be a key member of agency’s after-hours emergency service, in collaboration with interpreter and cart service delivery team.
- Services will routinely be provided outside of commonwealth of state standard business hours, including times when commonwealth offices are closed due to inclement weather and other unusual circumstances.  
- The contractor will accept calls originating from agency’s office and sent to the call answering and message processing service by call forwarding, and also will accept calls dialed directly via our well-publicized toll-free number.  
- These calls may be conventional voice calls, interpreted calls via the video relay service or occasionally TTY or the TTY relay.
- The contractor will pick up the calls within ten seconds and provide live operator response within 30 seconds for all calls.
- The contractor will answer calls with agency’s own greeting.
- Capability of accepting incoming voice and TTY calls.
- Ability of operators able to email, text and make and receive telephone calls to/from both Deaf and non-Deaf communication access providers, and Deaf, Hard of Hearing, Late-deafened, and non-Deaf requestors, and others as part of call processing.
- Ability to process multiple incoming calls simultaneously.
(2) Ability to answer calls twenty-four hours per day, 365 days per year.   

[*] Eligibility:

- Onshore (USA Only);

[*] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Friday, 15 December, 2023

Category : Call Center and Answering

Country : USA

State : Massachusetts

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