24 Hour Call Center Services

The Vendor is required to provide twenty-four (24) hour, seven (7) days a week live telephone (phone) answering services for the codes compliance division of the county.
- All necessary trained personnel for the contract, ensuring that all customer phone calls are answered by a live call center agent and are immediately documented.
- As-needed phone services for emergency services.
- All necessary trained personnel to ensure that all customer phone calls are answered by a live call center agent and are immediately documented.
- Be available twenty-four (24) hours a day, seven (7) days a week, including all county observed holidays.
- Provide usage and call reports.
- When answering customer calls:
• Use the contracting officer representative (COR) approved scripted greeting.
• Be provided access to the county’s “GIS website” to determine the jurisdiction of the inquiry and property and make appropriate referrals to other jurisdictions if needed.
• Be provided a list of phone numbers and emails for other jurisdictions' code enforcement departments for referrals.
• Determine the customer’s purpose for calling.
• If the customer is calling in a complaint, contractor shall:
o Inform the customer that complaints may not be anonymous.
o Record the information into a tracking log.
- Between the hours of 4:00 p.m. -8:00 a.m. PST
• Inform the customer that it is outside normal working hours.
• Add the customer’s contact information to the “afterhours list”.
• The customer’s information shall include the address of the reported violation, a first and last name, phone number, email address and the customer's concern or inquiry.
• Log the call, take a message for staff, and forward the message to staff at the services code compliance email.
- As needed emergency service calls:
• Be available twenty-four (24) hours a day, seven (7) days a week.
• Including all county observed holidays.
• Provide usage and call reports.
• Ability to forward calls to different phone numbers as needed.
• When answering customer calls:
o Use the COR approved scripted greeting.
o Determine the customer’s purpose for calling.
o If the customer is calling in a complaint, contractor shall:
1. Record the information into a tracking log.