The Vendor is required to provide to manage all incoming calls in accordance with established procedures.
- Expected to handle live calls at the initial point of contact, with no option for voicemail.
- Staff must be knowledgeable in region’s government services and consistently provide courteous and professional assistance.
- Services require urgent, around-the-clock support, which may involve contacting on-call staff or making referrals to municipal, public sector, or community organizations.
- For calls requiring on-call staff involvement, the vendor must identify and collect all necessary information, provide service promises to customers, and promptly notify region’s on-call staff to ensure timely assistance.
- Region is actively implementing a new Customer Relationship Management (CRM) system, supported by a comprehensive Knowledge Base.
- Expected to utilize this new CRM and Knowledge Base once the implementation is complete.
- responsible for handling a variety of call types, including providing information, making referrals, scheduling events and appointments, contacting on-call staff, managing director inquiries, and performing data entry in accordance with the Region’s call handling procedures.
- Access region receives an average of 80 calls per month that require service in languages other than English.
- Although call volumes are not guaranteed, the Vendor can anticipate receiving approximately 18,000 to 22,000 calls annually.
- The average call handling time is estimated at five and a half minutes. A substantial portion of these calls are expected to occur during after-hours and weekends.
- Ensure proactive communication, including providing the Region with a minimum of 24 hours’ notice of any predicted issues that may impact established service standards.
- Support service coordination and issue resolution, acting as a liaison to escalate and resolve service-related matters promptly and effectively.
- Answer a minimum of 80% of incoming calls within 30 seconds.
- Maintain an abandoned call rate of no more than 5%.
- Implement a workforce management scheduling program or software tool to accurately determine and allocate the optimal number of staff required to manage call volumes efficiently.
- Maintain 24/7/365 operational availability, with scalable staffing levels that can be rapidly adjusted to meet increased demand during emergencies or special events.
- Monitor staff performance and apply quality assurance measures to ensure accurate call handling, with an error rate of 2% or less in correctly identifying and categorizing each call.
- Record 100% of calls and provide remote access to the call recording application with a minimum retention period of 90 days.
- Provide comprehensive daily, weekly, monthly, and ad-hoc reports detailing call volume and performance metrics. These reports must include, but are not limited to total call volumes, percentage of calls answered within 30 seconds, abandoned call rates, average handle times, call interactions, wait times, call handling times, and quality assurance performance indicators.
- Ensure that each monthly invoice is accompanied by a detailed report showing the total number of calls and total call duration for each day of the month, along with a summarized monthly overview.
- Provide remote access to the Contact Centre solution to produce reports on the demand.
- Be capable of receiving daily updates via email regarding changes in service delivery—such as waste collection schedules, water service disruptions, and communicable disease reports—and must be prepared to share this information with customers as needed.
- Contract Period/Term: 2 years
- Questions/Inquires Deadline: January 07, 2026
