Provision of an After Hours Telephone Answering Service

The provision of an After Hours Telephone Answering Service.

Contract will be a schedule of rates.

The Contractor will be required to:

• receive after hours telephone calls and answer those calls in accordance with Council's Standard Operating procedures;
• communicate with Council's Officers from the After Hours Contact List by (including mobile telephone);
• modify their system within 24 hours in the event of a change to Councils Standard Operating Procedure;
• communicate via Short Message Service (SMS);
• communicate with Council by email and via Councils Customer Service Request System;
• have the ability to play a unique recorded message to all inward calls;
• ensure all their agents are fully trained and have a good undertanding of SA Local Government Services and Southern Adelaide Metropolitan geography;
• make recordings of calls and make those recordings available in wave (.wav) format to Council on request;

The contract is for an inital term of twelve (12) months with options to extend by two (2) speparate periods of twelve (12) months each bringing the total term to thirty six (36) months.

Note: the above information is provided as a guide only, tenderers should refer to the specification documents for more details