Call Center and General Tourism Inquiries Services

The Vendor is required to provide call center and general tourism inquiries services for include:
- Customer service
•    Vendor will maintain one phone line dedicated to 1-800-state
•    Provide a minimum of one (1) live operator and call agent to answer calls to 1-800- state on behalf of the state on Monday through Friday (excluding state holidays) between the hours of 8:30am - 4:30pm est. 
•    Any missed calls (e.g. If an operator and call agent is on another call) must be reported in the monthly call report
- Provide callers with timely, objective, statewide travel and relocation information as requested by the caller.
- Provide responses to email inquiries with timely, objective, statewide travel and relocation information as requested by the party inquiring:
•    Vendor will be required to copy department on all outgoing emails for the first ninety (90) days of the contract, or longer, at the discretion of the state, as part of the onboarding and training program.
•    The table below provides the number of monthly emails received in 2024 and 2025. 
•    Department anticipates the average monthly email volume will remain similar in the future.
- Reporting
•    Required to have the appropriate systems to track phone calls and email responses for training, complaints and reporting purposes.
•    Provide department with a monthly report that details every call received and all responses to email inquiries received via our website form.
•    The phone call report must include the date, time, and location of the call along with information about what information the caller is asking for. 
•    Data should be reported in such a way that aggregated totals per category can be provided by month. 
•    Basic categories of calls such as “packet request,” “bulk request,” “fall foliage,” etc. will be determined by department with input from the vendor. 
•    An end-of-year report detailing total calls per month, broken down by month, will be required by January 15 of the following year.