Australia - After hours telephone answering services

The Australian issuing agency is seeking a vendor to provide after-hours telephone answering services to field calls from across Australia and internationally. The agency needs to solve the problem of managing after-hours communications by screening calls, providing limited information to callers, resolving low-threshold calls, and directing emergency calls to the appropriate duty officer. The required service hours cover non-holiday weekdays from 17:00 to 08:00 AEST the next day, and weekends continuously from 17:00 Friday to 08:00 Monday AEST. The scope of work requires answering all calls within three rings while maintaining a professional and courteous demeanor at all times. Operators must accurately screen and route calls according to established criteria, speak and understand English at a native level, and communicate clearly with callers regardless of dialect or accent. The performance of this work will take place entirely offsite. Eligibility is strictly limited to onshore Australian organizations. Bidders must submit their responses digitally via email or online, and the agency is looking for proposals to determine the budget. The source document does not specify evaluation criteria or key dates for this opportunity.