Supplemental Call Center Support Services

The Vendor is required to provide call center support services 24 hours a day, 365 days a year to supplement board existing call center.
- The services requested will be primarily after hours, weekends and holidays however during high call volume periods, such as during service outages the supplier shall provide on-demand call support as required.
- Requirement:
• Available staffing 24 hours a day, 365 days a year;
• Provide a primary and secondary point of contact to the board to ensure continuous operations;
• Handle and route on-demand incoming board calls burstable up to 1,000 calls simultaneously;
• Receive board customer information regarding disconnect for non-pay (“DNP”) to determine if callers are shut off for non-payment vs. an actual utility outage;
• Route calls to board on-call staff or other services such as board 24-hour operations center, outage line, payment line, or to the call center queue;
• Maintain proper staffing levels;
• Take board customer calls and accurately enter information into board outage management system (“OMS”) through board outage portal;
• Handle all calls in an accurate and timely manner;
• Allow board to change recorded messaging on supplier’s system if requested;
• Implement a secure connection to board in accordance with board current it security standards
• Maintain call center metrics for adherence to mutually established service level agreement (“SLA”).