Integrated Absence Management Call Center Services

The vendor is required to provide agency employs 8,000 employees and requires a call center to receive calls reporting absence from work for sickness, injury on duty, and family medical leave.
- These calls average 100-150 calls per day and are answered 24 hours, 7 days a week and 365 days a year.
- Tasks include follow-up calls averaging 100 per day to employees for additional administrative procedures.
- Staffing requirements:
• 3 full time call center coordinators dedicated strictly to agency account
• Call center coordinators that are available for off-hour calls (2 or more employees)
- Volumes:
• Authority employs 8000 employees
• Call center can receive 100-150 calls per day
• Outgoing follow up calls 100 per day
- Call center operators/staff must receive HIPPA training annually.
- Staff must be available to accept calls 24/7/365 from the agency employees reporting an absence from work related to sick absences, injury on duty (IOD), and family medical leave act (FMLA).
- Document within seventy-two (72) hours the discussion highlights and decisions agreed upon during the meetings and will submit minutes on a weekly basis.
- Authority and program management will have a program status meeting once a month.
- Telephone call hold time: ninety-five percent (95%) of all callers will experience a hold time of 30 seconds or less.
- Telephone call abandonment rate: call abandonment rate of less than 5%.
- Telephone call speed to answer: ninety percent (90%) of all in-bound telephone calls will be answered within 30 seconds.
- Contact absent: employee within five days after the first day of absence ninety-five percent (95%) of employees reported their absence to the hotline on day 1 will receive a call from an absence coordinator by the 5th day of absence.