Telephone Answering Services

Telephone Answering Services live-agent telephone answering services on a 24/7/365 basis for one or more clients, averaging at least 500 calls per month.
- Contractor must provide live-agent telephone answering services twenty-four (24) hours per day, seven (7) days per week, including weekends and County-observed holidays, 365/366 days per year, without interruption except for County-approved maintenance.
- Answering Standard: Contractor must answer at least ninety percent (90%) of calls within thirty (30) seconds, measured monthly, and must maintain an abandoned-call rate of five percent (5%) or less, excluding calls abandoned within five (5) seconds. Contractor must report these measures by account each month.
- Patch and Transfer Calls: When required by the applicable script, Contractor must place an outbound call to the designated County contact, confirm that the contact accepts the call, and then connect the caller. A blind transfer does not satisfy this requirement unless expressly authorized in the script.
- Language Access: Contractor must provide live answering service in English and Spanish at all times