(1) Vendor needs to provide call center staffing service.– Design, build and then staff one statewide 1–800 number for all calls.– Build and staff a telephone answering call center– Use tracking software to collect information about the caller and reason for the call that can be transferred to the federally mandated reporting system.– Call information may include demographic and geographic data about the caller, time spent on the call, purpose of the call and resolution– Call center staff may need to make outbound calls– Currently uses Google Workspace, and each volunteer maintains their own calendar– Answer, when appropriate, basic questions– Staff the 1–800 number Monday through Friday 8 am to 8 pm(2) All questions must be submitted no later than January 10, 2025
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