The Vendor is required to provide call center staff augmentation services for catastrophic event (cat) and upon the department’s notice to activate services, the contractor will provide live call-taking services; if activated will handle a single or multiple cat event calls seven (7) days a week from 8:00 am – 8:00 pm eastern time (e.t; ; required to begin taking calls within 72 hours of the department’s notice and must have trained staff activated to handle calls over a limited number of days or months.
- This responsibility primarily begins with state consumers contacting the division through a toll-free phone number, mail, email, or through the division’s web portal.
- Live call-taking and call management services
• The Contractor shall provide Services on an as-needed basis to provide peak demand support;
• Within seventy two (72) hours of receiving a notice from the Department to activate Services, the Contractor will provide the Department with phone answering services. Call center employees cannot be located offshore.
• The Contractor shall:
1. Provide Services seven days a week from 8:00 AM - 8:00 PM ET with a live response to all calls. The use of an interactive voice response (IVR) system is permitted.
2. Take measures to minimize queue time in the event of multiple calls; ensure a queue time of less than ten (10) minutes in any case.
- Call center staff within 72 hours of the Department’s notice, the Department will assess a financial consequence of $200 for every 24-hour period thereafter until Activation has occurred. If the Contractor does not provide a list of trainees within the time specified, the Department will assess a financial consequences of $25 for each calendar day after the fifth (5) calendar day the report is due following the reporting period.
- Recordkeeping
- Daily call handling report to the department’s contract manager by 9 am ET the following morning for each day services are performed; the daily call handling report must include the following:
• Average hold time
• Calls handled/answered
• Calls abandoned
• Average handled time
• Number of agents handling calls
• Percentage first contact resolution
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: February 18, 2025