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CC-1627 - USA (Massachusetts) - 311 Phone Answering Services - Deadline March 4,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1627

Government Authority located in Massachusetts; USA based organization looking for expert vendor for 311 phone answering services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 x 7 x 365 days 311 phone answering services during non‐business hours, as well as overflow calls when certain queue thresholds are exceeded during peak hours, unplanned service interruptions at primary contact center (such as a power outage or snow storm) and planned staff meetings
- The standard time the vendor will be our 100% dedicated phone service begins at 7pm until 7am Monday, Tuesday, Wednesday and Friday; 7:30pm until 7am on Thursday; and 12:01AM Saturday and through 11:59PM Sunday,
- Possess a proven track record of successfully handling a large volume of customer service concerns and complaints from a variety of companies and organizations while maintaining minimal downtime.
(2) Approximately call volume will be at least 50‐100 calls/hour, neighbourhood of 2000 calls, with an average call time of under 3 minutes, the vendor would need to be able to accommodate a range as wide as 1000‐3000 calls per month.
(2) All the questions must be submitted no later than February 26, 2020.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Wednesday, 4 March, 2020

Question Answer Deadline : Wednesday, 26 February, 2020

Category : Call Center and Answering

Country : USA

State : Massachusetts

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