Motorist Aid Call Answering Services

The Vendor is required to provide to establish and operate a Motorist Aid Answering Center (MAAC) capable of answering 100% of the calls generated by the 511 Motorist Aid service and agency call box system, prior to removal. 
- Calls that come through the 511 Roadside Assist feature and roadside assistance calls to the remaining roadside call boxes must be answered.
- Private call answering services are necessary to maintain the operations of the agency motorist aid system.
- Calls must be routed through a computerized system that will track call statistics including, but not limited to, call volumes, length, speed of answer, type of call and agent availability by time of day, day of week, month and year in accordance with common industry practices for call center operations management and reporting.
- Automatic call distributor (ACD) capable of prioritizing 511 Roadside Assistance and call box calls, providing recorded announcements to calls on hold.
- It will include recordings for callers while they are in queue or on hold. Agency shall approve text to be used and types of music to be played while callers are in queue.
- Digital voice recording of all incoming call box and 511 Roadside Assistance calls. Contractor shall maintain recordings for a minimum of 90 days following the day of recording. Agency or its designated consultant must be able to access the recordings remotely during this period.
- One phone line at the call answering center dedicated to handling 511 Roadside Assistance calls that must be transferred to the Communications Centers.
- Data back-ups and archiving. Agency must be able to obtain reports such as, but not limited to, call type, call disposition, and call-origination location data.
- Agents to easily and quickly toggle between ‘working’ calls and recent calls. For example, if a tow company calls back to verify the location of a malfunctioning vehicle, all of the pertinent information must be available on the screen.
- Key Performance Standards
•    75% of all calls live answered within 20 seconds
•    95% of all calls live answered within 2 minutes
•    Average monthly call delay not to exceed 15 seconds per call.