RFP-2014-35 - After Hours Call Center

Summary of Specifications:
•Handle overflow outage calls during regular business hours, after business hours, weekends and holidays. •Automatically process outage calls through an IVR system when callers match existing customers. •Upload individual call data into the City of Loveland’s outage management system in real time. Please list the software you are compatible with. •Have staffing levels at adequate levels so consumer does not receive a busy signal. •Provide a customizable phone tree for automated call processing. •Time stamp, date and record all inbound and outbound calls with process for utility to request and receive call recordings and event logs. •Work and communicate with on-call utility staff as needed. •Automatically update utility customer account data. •Have reasonable knowledge of electrical distribution system. •Provide translation services for non-English speaking callers. •Provide separate phone number to call center dispatch for utility or other city staff. •Provide access to call center reporting and statistical data. •Provide three references at prior projects including contact person’s name and phone number.