Call Center Monitoring Services

The Vendor is required to provide call center monitoring services and oversee the third-party call monitoring program for the city.
- Services shall also focus on monitoring calls originating from or pertaining to city council districts 3, 5, 6, 8, 10, and 11.
- The call center is comprised of 15 representatives, two supervisors, and one manager.
- To maintain the current program and develop 2 new scripts with evaluation program, the proposer shall benchmark the city’s current conversations in these areas and develop an evaluation system for customer service soft skills.
- Services may include, but are not limited to: evaluating recorded calls, creating scripts, developing and maintaining a performance evaluation framework, and providing training and coaching to call center staff.
- Oversee script management - develop, maintain, and manage six (6) service scripts for the 311 call center, including but not limited to: animal care, code enforcement, transportation and public works, solid waste, and dead animal pickup.
- A Pre-Proposal Conference Date: July 21, 2025
- Questions/Inquires Deadline: July 23, 2025