Call Center Services

The vendor is required to provide call center answering system services as follows:
• Calls shall be answered by a live operator.
• Ensure average hold time(s) is less than two (2) minutes.
(1) Calls must be answered in two (2) minutes or less.
• Services shall include those for hearing impaired callers.
• Escalate emergency calls to JIS using established criteria and call scripts.
• provide a warm hand-off for all escalated calls and escalate further if the support person is unresponsive.
• Provide details of all calls (e.g., warm transfer – point of contact who received the transfer and time transfer occurred) to JIS customer services via email. not all calls get escalated – call tree will identify if call back now or next business day.
(1) Calls not escalated need to be documented and sent to JIS for follow-up on the next business morning.
• Provide service with no limits on total call capacity or simultaneous inbound call capacity.
• Provide fail-over call center services in the event the primary call center becomes inoperable.
• Provide a country based toll-free phone number that JIS will use to forward incoming calls during the requested service hours for the successful offer or
• Operate and deliver requested services outlined in the RFP within the country including any call center specialists and supervisors.
• Maintain properly trained, experienced and dependable staff throughout the life of the contract in a timely and acceptable manner, as determined by the office.  - Call center customer service specialist(s) shall:
• Conduct all work in a professional manner including callers in high stress and time sensitive situations.
(1) Callers must never feel rushed to convey the purpose of their call.
• Answer calls with a greeting specified by JIS, answer calls within the third call ring, and follow identified protocols established by JIS.
• Never ask any personally identifiable information (PII), pin codes, or passwords.
(1) PII, pin code or password shall not be documented in reports or reduced to writing.
- The successful offeror shall assign an account manager that will serve as the point of contact for the offer or with the office regarding the contract; the account manager shall:
• Perform overall management for contract support operations.
• Have the authority to make binding decisions for the offer or.
• Attend periodic meetings, as necessary, to discuss operational efficiencies and/or potential issues.
- Reporting and analytics
a. The answering service must deliver digital reports in excel format and portable document format (pdf) via email on call metrics as follows:
• Daily report of all calls received to be delivered by 8:00 am EST each day of the week.
• Weekly report of all calls received to be delivered by 12:00 pm EST at the start of the business week.
• Monthly report of all calls received to be delivered by the second day of each month.
• Annual report of all calls received for the year delivered by the end of each January
b. The report(s) must include the following:
• Date and time of call.
• Duration of call.
• Name of caller.
• Caller issue.
• Associated ticket number.
• Escalated call details.
i. Time of escalation/warm hand-off – primary/secondary/tertiary.
ii. Name and contact details of JIS support staff contacted.
- The office shall be responsible for providing training materials such as call scripts, protocol for staff calling, on-call contact information and the holiday/planned closure schedule.
• Calls scripts shall contain policy on how calls should be handled and procedures to route an escalated call to JIS on-call support personnel.
- Contract Period/Term: 1 year