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CC-1598 - Canada (Nova Scotia) - 24 Hour Answering Service - Deadline January 24,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1598

Government authority located in Nova Scotia; Canada based organization looking for expert vendor for 24 hour answering service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide after-hours answering service for call volume approximately 24000 calls per year.
- The Answering Service is responsible to provide after-hours Answering Service for calls coming into 420-6000 (MRHA main switchboard number) that cover 6 Regional Site Offices. The Answering Service shall be responsible to receive calls from 4:30 p.m. to 8:30 a.m., Monday through Friday and 24-hour service on Saturdays and Sundays, or any other time the office is closed e.g. government holidays, storm days or on an as needed basis.
- The Answering Service shall be responsible to supply the MRHA with a dedicated toll-free phone number to allow forwarding of the 420-6000 number (or any other method as agreed by MRHA) so that the Answering Service can receive and respond to MRHA calls.
- The Answering Service must have defined backup procedures in the event that their call centre is unavailable for any reason.
- All Centre receives more than 5 calls in on24 hour period from 1 individual contractor, tenant, elevator etc and specific notice must be sent to the Project Manager and cc Alternate.
- Call Centre will record all calls, incoming and outgoing. Maintain the record for a minimum
of 60 calendar days, making the recordings available to MRHA up request within 8 hours of
request
-Call Centre will provide a report of the months incoming calls detailing the following:
1. Top 20 call types/concern with # of calls received
2. List of calls where staff were dispatched by staff name
3. List of dispatches to all Vendors, by Vendor
- For more information describe in documents.

[C] Eligibility:

- Onshore (Canada Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Friday, 24 January, 2020

Category : Call Center and Answering

Country : Canada

State : Nova Scotia

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