Afterhours Call Answering Services

The vendor is required to provide afterhours call answering services from December 1, 2025, to November 30, 2028.
- Service provider benchmarks
•    Call answer time: ninety-five percent (95%) of calls must be answered within twenty to thirty (20–30) seconds.
•    Abandonment rate: less than five percent (5%) of calls may be abandoned without resolution.
•    Call handling and message accuracy: ninety-five percent (95%) accuracy in capturing and relaying caller information (i.e., caller’s name and phone number, the purpose of the call, the facility which the call is regarding, etc.)
•    First call resolution: ninety-five percent (95%) of calls must be resolved without escalation.
•    Average handle time: an average handle time of three to five (3–5) minutes per call with a maximum resolution time of ten (10) minutes.
•    Hold time: an average hold time of under one (1) minute.
•    Availability (uptime of service): ninety-nine percent (99%) uptime of phone lines and call system.
•    Professionalism and courtesy quality standards: must maintain a ninety-nine percent (99%) quality assurance score (based on call monitoring by the csc). 
•    This includes tone, courtesy, and script adherence.
•    Escalation and notification: urgent calls and messages must be escalated to the council within three (3) minutes of receipt.
•    Customer satisfaction: must maintain a ninety-five percent (95%) satisfaction rating if surveys are conducted.
•    System incident notification times:
o    The initial notification to the csc for critical system issues (i.e., system down or major outage) must be received within twenty (20) minutes of occurrence. 
o    The initial notification to the csc for high priority issues (i.e., significant impairment) must be received within forty-five (45) minutes of occurrence. 
o    The initial notification to the csc for low priority issues (i.e., minor issues and requests) must be received within sixty (60) minutes of occurrence
•    System incident resolution times: 
o    The resolution or workaround of critical system issues shall be provided within one (1) hour. 
o    High priority system issues should have resolution or workaround within two (2) hours and low priority system issues shall have resolution or workaround within one (1) business day.

- Questions/Inquires Deadline: October 06, 2025