After Hour Call Center Services

The vendor is required to provide for all calls into authority during after-hours, weekends, and at other times as specified by appropriate authority management. 
- Include the following primary work, however, this list may not represent all tasks required to provide after-hours call center tasks:
•    Provide services handling calls for english proficient (LEP) and non–english proficient (nep) callers; 
•    Address various customer inquiries for information and services using web-based applications developed and operated by authority; 
•    Contractor shall have 24-hour operation to receive an average of 3,750 inbound and outbound calls per month, but should have the capacity to scale (or increase staffing) to answer over 5,000 calls each month; 
•    Contractor's script, system, protocols, and call resolution shall mirror that of the authority customer call center; 
•    Record every call and have durable data maintenance and protection processes; contractor shall have a quality assurance plan to include staff training, call recording and have durable data management process to ensure optimal customer service; 
•    Perform quality check and monitoring of live calls that includes the work orders submitted through the system. 
•    Work orders submitted should have a 5% error rate. 
•    Customer service shall meet or exceed 94% service level; 
•    Relay urgent requests according to automatic instructions and established protocols; 
•    A monthly quality assurance reporting to the authority customer call center supervisor that reports monthly call handling and quality assurance results to include call volume and service level; 
•    The ability to use authority web-based systems to address customer's requests and to receive and follow established protocols and automatic instructions regarding call dispatching; 
•    Provide additional programming as needed to ensure proper problem determination and call escalation; 
•    Provide a specific point of contact with detailed contact information including phone and email account to receive applicable instructions for dispatching the calls and for call escalation; 
•    Provide reports that include but are not limited to the following abandoned calls, average time in queue, average hold time, call log and record each call: name of caller, time of call, agent that took call, call telephone number and if applicable detailed steps that contractor took to provide quality customer service using authority specified protocols. 
•    Frequency of reports shall be daily, monthly and upon request.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: August 25, 2025