Specifications include, but are not limited to: 1. Inbound call support – The call center provides live, dedicated agents to support inbound calls from 8:00 a.m. to 5:00 p.m., Monday through Friday (except Maine State holidays) and voicemail all other hours. The call center must offer voicemail with greetings customized for business hours, after hours, and holidays. 2. Hot transfers – The call center must be able to “hot transfer” callers to backup specialists. For the purposes of this procurement, “hot transfer” is defined as bringing a specialist onto the call so that the customer, call center agent, and specialist are all on a three-way call for the introduction and then the call center agent exits, leaving the customer and specialist connected to one another. 3. Inbound email support – The call center provides inbound email support from 8:00 a.m. to 5:00 p.m., Monday through Friday (except Maine State holidays), using Efficiency Maine’s Outlook webmail. The call center will respond to all inbound emails by either answering or forwarding to the appropriate backup. 4. Outbound call campaigns – The call center provides outbound call services, as needed, such as surveys and invitations to Efficiency Maine events. 5. Literature fulfillment – The call center stocks literature provided by Efficiency Maine (20 to 30 different pieces) and mails to customers, contractors, or others, as requested. The call center must report the revision level of all literature in stock and manage the reordering of additional material from Efficiency Maine (at no cost to call center) to ensure availability.
