City of Columbia Ionwave #93/2025 Addendum 1 (High Volume Answering Services)

High Volume Answering Services for City of Columbia, Missouri

This opportunity involves the City of Columbia, Missouri seeking a vendor for High Volume Answering Services to support after-hours customer inquiries and emergency utility outage calls. - Government Buyer: - City of Columbia, Missouri - Finance Department, Purchasing Division - Office: 701 E Broadway, 5th Floor, Columbia, MO - Services Requested: - High Volume Answering Services - Live call handling from 5:00 p.m. to 7:30 a.m. on weekdays, and 24/7 on weekends and holidays - Multilingual support - Integration with the City's work order system - Handling approximately 800 after-hour calls per month - Detailed call logging and emergency protocols - Professional call handlers based in the United States; secure remote work permitted - Overflow routing to up to 25 additional centers during outages or high call volume - Automated call answering systems generally not permitted (except basic IVR for routing) - Enhanced reporting with daily email reports - Unique or Notable Requirements: - Minimum of 30 agents required - Multilingual support - Secure home workspace for remote agents - No specific licenses required, but vendors must be registered with the Missouri Secretary of State - Pricing includes base and per-call fees, call-time minutes, and setup fees - OEMs and Vendors: - No specific OEMs or product part numbers are mentioned, as this is a services contract - Incumbent vendor: New Answernet - Contract Structure: - One-year base period with four one-year renewal options (up to five years and three months total) - Place of Performance: - City of Columbia, Finance Department, 701 E Broadway, Columbia, MO 65201

Description

The City of Columbia, Missouri issued a Request for Proposal (RFP 93/2025) for High Volume Answering Services. The solicitation seeks competitive sealed proposals for providing answering services capable of handling high call volumes, including after-hours support. The contract period is one year with four one-year renewal options. Proposals must be submitted by September 12, 2025, and can be delivered electronically or by sealed hard copy. The city requires agents to be located in the United States, allows remote work with secure locations, and prefers improvements in reporting capabilities over the incumbent service.

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