Specifications include, but are not limited to: The selected vendor(s) will be responsible for call-center operations related to three (3) toll-free, consumer hotlines. This includes providing excellent customer service while maintaining staffing adequate to ensure callers wait no longer than thirty (30) seconds on average to speak with a representative and no more than ten percent (10%) of calls are lost before a caller reaches a representative. The selected vendor should also have access to appropriate language services whether through directly hiring bilingual staff and/or using tele-interpreting services. The selected vendor will refer callers to resources through 211. The vendor will maintain a database of resources for callers approved by DMHA and maintain confidential call records and recordings.
