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MSU Bozeman, University Services Work Control After Hours Call Center


Location
Montana
Publication Date
10/25/2019 11:43 AM EDT
Closing Date
11/20/2019 04:00 PM EST
Issuing Organization
Montana State University
Solicitation Number
Description

Specifications include, but are not limited to: The call center shall be staffed to receive calls weekdays from 5:00 PM to 7:30 AM and 24x7 on all weekends and all MSU Holidays (10 holidays on even number years and 11 holidays on odd number years). An automated message shall play at the start of an incoming call that directs a caller to dial 911 if it is an immediate life safety emergency. At the conclusion of the automated message, the call shall be answered by a live call center operator. Touch tone menus shall not be allowed. Calls shall be responded to in a courteous and professional manner. A caller shall not be put on hold without verifying that the caller’s situation is not a life safety emergency. MSU expects that callers are rarely placed on hold and all hold times shall be minimized. Hold times shall not exceed: Mean Hold Time - Shall in no case exceed 20 seconds. A hold time report shall be provided to MSU each month. Maximum Hold Time - In no case shall the maximum hold time of a caller exceed 60 seconds. The call center shall provide sufficient staff to manage the influx of calls in accordance with the requirements of this RFP. Currently call volume averages 4.5 calls per night with the average total operator time per call being 115 seconds.

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