Inbound Call Centre Services

The Vendor is required to provide inbound call centre services for the agency emergency line with full 24/7/365 availability.
- Operates a 24-hour, seven days a week, 365 days a year (24/7/365) emergency line. The volume of calls varies between 500-700 calls per year.
- The agency 24-hour emergency line is controlled by the agency and all calls to the agency 24-hour emergency line are forwarded to the call centre. 
- Provide inbound Call Centre services for the agency Emergency line with the following 24/7/365 features: 
•    Bilingual call answering services. 
•    Message management
- Provide a 24/7/365 English/French answering services for all incoming calls into the agency Emergency line and forward the call information to the on-call agency Duty Officer
- Incoming calls to be answered promptly by a Call Centre Operator 24/7/365. Callers must not be put hold for more than 3 minutes, as agency license holders calling this line have only 15 mins to report an identified situation to the agency. This ensures the licensees calling can meet their regulatory requirements.
- During the call, the Call Centre Operator must collect essential information from the initial caller, including:
•    The caller’s name,
•    Location,
•    Phone number,
•    Organization,
•    A brief summary of the issue,
•    And their preferred language for communication.
- The call scripts and the appropriate message management are provided by agency staff.