Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2918

Government Authority located in Pennsylvania; USA based organization looking for expert vendor for emergency response answering services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

Vendor needs to provide emergency response answering services.
- Availability to answer calls twenty-four hours a day, seven days a week via a toll-free “800” number
- Maintain capability to answer approximately 1,200 calls per month, the majority of which occur between 4:00 PM and 8:00 AM M-F and all hours Saturday and Sunday. Multiple calls may be received simultaneously
- Ability to answer call live.  When necessary, calls may be placed on hold for no more than two (2) minutes without checking in with caller
- Record all caller information on an intake form provided by the Department which will include at a minimum: name, address of incident (street, town, zip code), phone number of caller, description of concern, Location of problem County and Municipality if known
- Provide a contingency plan or procedure to forward calls to an alternative, local number in case of an outage of the 800 number service
- The incoming Duty Officer will contact the Answering Service at the beginning of each on call period and indicate that they are on call and how to best reach them that week
- Emergency Calls/Spills – upon completion of the intake form, the Duty Officer will be notified within 15 minutes of receiving the initial call via call or text, based upon preference.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Wednesday, 13 December, 2023

Category : Call Center and Answering

Country : USA

State : Pennsylvania

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