2023-528 After Hours Call Centre Services

Summary and scope

This request is for the provision of an After Hours Call Centre service to provide a response to customer calls, to triage those calls, report Council related emergencies and provide advice on non-emergency Council services. Council invites experienced service providers to submit a quotation to provide an After-Hours service outside of Council’s business hours. Contract term is 2 years with 2 x 1-year options to extend at Council’s sole discretion. Council’s hours of business are 8.30am to 5.00pm, Monday to Friday excluding public holidays. The service provider must be able to provide a service between 5.00pm and 8.30am weekdays and for the 48-hour period on the weekends, including all NSW public holidays and during scheduled Council closures. This would also include emergency services on short notice by answering all calls or overflow calls during business hours in the event of a natural disaster or emergency evacuation and when the holding queue exceeds nine calls during business hours. The service provider must ensure accuracy, reliability and call quality in the delivery of service to maintain a high level of customer service. The submission must include their procedures, reporting and service delivery along with a disaster recovery plan.