Collections, Chat and Call Center Services

The Vendor is required to provide pre-collections and collections service, chat service, and call center that supports quality customer service and is compatible with our business model, including knowledge management, professional communication, material recovery, an ability for immediate changes/updates, clear escalation policies, data analytics, metrics and extended hours of support, and is compliant with all InfoTech security measures in place by the county.
- Customer service chat service and call center requirements:
• Possess and utilize the necessary tools to identify phone calls and online chats originating from county so that the interaction is treated specifically for county and according to county procedures.
• Service hours are:
• Monday through Thursday 09:00 a.m. pst through 08:00 p.m. pst
• Friday, Saturday, and Sunday 09:00 a.m. pst through 06:00 p.m. pst
• Service hours subject to change due to the business needs.
• Contractor will answer incoming phone calls and live-chats within the service hours that meet all of the requirements listed.
• Use of virtual assistants (AI) to respond to calls or live-chats is not accepted.
• Staff may use a virtual assistant to prepare a response or collect information from the knowledge base.
• Call and chat time may vary.
• Training in use of software and proprietary products
• Demonstrate the capability to handle the following types of inquiries and service needs for county customers including sudden updates and changes.
• Customer account updates.
• Item renewal.
• Online catalog search and reader advisory.
• Online ready-reference assistance.
• Placement and modification of hold requests.
• Explanation of any policy related to item circulation of county.
• Explanation of any policy related to the accrual of fees on customer accounts.
• Explanation of any policy related to meeting or study spaces available for public use at county locations.
• Support customers in placing online room reservations, equipment, and appointments.
• Basic county location information, including directions, hours, facility information, event information, and location specific service information.
• Provide county information as it relates to library customers and services.
• Fee payment by credit card or other electronic means.
• Fee reduction or cancellation. Shall consult and receive written approval from authorized county staff.
• Technical support for customers using county websites and apps.
• Technical support for county electronic media resources, such as e-books, e-audio, e-magazines, databases, and digital collections.