Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2376

Government Authority located in Ireland looking for expert vendor for inbound and outbound out of hours emergency call answering services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound out of hours emergency call answering services.
- This service involves taking calls during from 4.30pm to 9.30am, Monday to Friday, All Day (24hrs) on Saturday and Sunday, All Day (24hrs) on Bank holidays, Public Holidays and days when county council offices are closed, and Between 9.30am and 4.30pm, Monday to Friday, in the event that county council is unable to take these calls.
- Service Provider must provide a dedicated contact number and email address to the appropriate on call staff that will be manned during out of hours and/or severe weather events/major emergencies and 80% of these calls to be answered within 20 seconds.
- The Service Provider must operate a 24-hour service.
- 80% of calls to be answered within 20 seconds.
- All calls must be recorded and recordings to be retained for 36 months.
(2) The annual out of hours emergency call volume is estimated at 4,000 calls per annum with 80% of calls to be answered within 20 seconds.
(3) All questions must be submitted no later than July 1, 2022.

[C] Eligibility:

- Onshore (Ireland Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Wednesday, 13 July, 2022

Question Answer Deadline : Friday, 1 July, 2022

Category : Call Center and Answering

Country : Ireland

State :

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