The Vendor is required to provide professional call center services during hours when system customer service is closed.
- Customer service provides tier one (1) support services to approximately fifty-five thousand (55,000) system users throughout the state.
- Incoming calls that are received by system customer service is routed to system support personnel to service the customer’s request.
- On average, the number of after-hours calls received when system customer services is closed is about twenty (20) calls per week with numbers that may vary on weekends, emergency closures, and holidays. 
• Professional call center answering system services.
• Providing professional written reports containing call metrics and analytics.
• Providing highly qualified call-taking staff who have extensive practical experience with providing professional call center services.
- Ability to:
• Provide answering service tasks/functions and reports.
• Conduct all work in a professional manner including callers in high stress and time sensitive situations.
• Obtain any licenses or permits required to provide the services under this solicitation.
- Provide Call Center Answering System services as follows:
• Calls shall be answered by a live operator.
• Ensure average hold time(s) is less than two (2) minutes.
1. Calls must be answered in two (2) minutes or less.
• Services shall include those for hearing impaired callers.
• Escalate emergency calls to agency using established criteria and call scripts.
• Provide a warm hand-off for all escalated calls and escalate further if the support person is unresponsive.
• Provide details of all calls (e.g., warm transfer – point of contact who received the transfer and time transfer occurred) to agency customer services via email; not all calls get escalated – call tree will identify if call back now or next business day.
1. Calls not escalated need to be documented and sent to agency for follow-up on the next business morning.
• Provide service with no limits on total call capacity or simultaneous inbound call capacity.
• Provide fail-over call center services in the event the primary call center becomes inoperable.
• Provide a state based toll-free phone number that agency will use to forward incoming calls during the requested service hours for the successful offeror.
• Operate and deliver requested services outlined in the within the states, including any call center specialists and supervisors.
• Maintain properly trained, experienced and dependable staff throughout the life of the contract in a timely and acceptable manner, as determined by the county.
- Call center customer service specialist(s) shall:
• Conduct all work in a professional manner including callers in high stress and time sensitive situations.
1. Callers must never feel rushed to convey the purpose of their call.
• Answer calls with a greeting specified by agency, answer calls within the third call ring, and follow identified protocols established by agency.
• Never ask any personally identifiable information (PII), pin codes, or passwords.
1. PII, pin code or password shall not be documented in reports or reduced to writing.
- The successful offeror shall assign an account manager that will serve as the point of contact for the offeror with the agency regarding the contract; the account manager shall:
• Perform overall management for contract support operations.
• Have the authority to make binding decisions for the offeror.
• Attend periodic meetings, as necessary, to discuss operational efficiencies and/or potential issues.
- Reporting and analytics
• The answering service must deliver digital reports in excel format and portable document format (pdf) via email on call metrics as follows:
1. Daily report of all calls received to be delivered by 8:00 am EST each day of the week.
2. Weekly report of all calls received to be delivered by 12:00 pm EST at the start of the business week.
3. Monthly report of all calls received to be delivered by the second day of each month.
4. Annual report of all calls received for the year delivered by the end of each January.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: March 20, 2025