CC-2179 - USA (Alabama) - Answering Services - Deadline November 26,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2179

Government authority located in Alabama; USA based organization looking for expert vendor for answering services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide telephone answering services to assist with calls related to public health received outside of normal business hours and these calls are highly sensitive in nature requiring each caller be treated with the utmost professionalism and courtesy.
- Telephone answering services 24 hours per day, 7 days per week, 365 days per year to include: all holidays, after-hours services (5 pm – 8 am CST), and any other times.
- A 1-800 number to which phone lines will be forwarded;
- Live, English-speaking operators (no recorded messages) to answer all incoming calls and maintain adequate staffing to ensure a sufficient number of operators to avoid any missed calls;
- Messages must be delivered by telephone to the on-call division employee designated in the on-call schedule. 1st attempt to deliver message to on-call ADPH employee must be made within 10 minutes of completing the message. If the 1st attempt is not answered and the on-call division employee does not return the call within 10 minutes, a 2nd attempt should be made to deliver the message to the on-call employee. If the 2nd attempt is not answered and the on-call division employee does not return the call within 10 minutes, the division Supervisor designated in the on-call schedule should be contacted;
- Message storage and retrieval capability commiserate with the industry, but no less than 36-hour retrieval.
- Telephone answering service software with backup capabilities to avoid any missed calls;
- A recap report of all incoming calls received, messages taken, and messages delivered must be emailed daily to the facility and approximately 100 mins per month.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 26 November, 2021

Category : Call Center and Answering

Country : USA

State : Alabama

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