Answering and Informational Services

The vendor is required to provide call center answering and informational service to answer all calls to the city of during the overnight hours from 6:00 p.m. to 7:00 a.m. daily, holidays and during emergencies.
- The service will also serve as secondary overflow answering system during the city’s normal business hours, Monday through Thursday from 7:00 a.m. to 6:00 p.m. and be the primary answering service on Fridays beginning at 7:00 a.m. through Monday at 7:00 a.m.
- Managing and operating a high call volume inbound customer service call center, preferably for a regional or municipal government agency(s).
- Provide staff and management to provide the following services:
•    General informational calls – this includes documenting calls when information is provided from the caller, but a service request is not made. supplying the city with a call summary is required.
•    Request for service data entry – keying in non-emergency issue reports or requests for services into the city of CRM system, like the “hollywood connect” database.
•    Non-emergency police and fire – forwarding calls to the appropriate public safety communicator.
•    Utility emergency – forwarding calls to the appropriate public utility’s personnel. 
•    Mayor and city commissioner requests – refer to the appropriate city employee within one (1) hour of receipt. 
•    Voicemail calls – processing all calls that are received by any call center voicemail system, ensuring returned calls and call documentation. 
•    Callback calls – providing a callback service for when the agent cannot readily answer or provide the requested information while speaking with the customer; therefore, will arrange a callback at a later date. 
•    Data entry – keying information for all calls received into a CMS. 
•    Transactional requests – customer-centric requests that reflect some type of business transaction or payment could be added at any time.
- The contractor must be able to handle calls quickly, answering within twenty (20) seconds or four rings, in at least two languages: english and Spanish.
- Bilingual agents will handle calls requiring communication in Spanish. 
- Calls requiring communication in languages other than english or Spanish will be handled via a follow-up interaction using an outside language line service.
- Providing call center services for multiple telephone lines, the contractor’s agents must be able to determine which telephone line the caller dialed and where the incoming call was transferred from to be able to provide the best customer service experience.
- The call center operations shall be conducted entirely offsite, at a location designated by the contractor.
- Upon receiving a call, contractor’s call takers shall obtain as much information as possible from the caller relative to the situation.
- Provide the contractor with a list of personnel names and telephone numbers, including their respective areas of responsibility, who are available on a 24-hour, 7-day-a-week basis and may be contacted regarding the on-call response service. 
- The operator shall accurately describe the situation encountered and the nature of the action and service requested by the caller.

- Contract Period/Term: 3 years
- Pre-Proposal Meeting (Non-Mandatory) Date: October 27, 2025
- Questions/Inquires Deadline: November 13, 2025