After hours telephone answering services

The agency is seeking a vendor to provide after-hours telephone answering services to field calls from across Australia and internationally. The selected provider must screen calls, provide limited information to callers, resolve calls that do not meet the threshold for onward forwarding, and direct emergency calls to the appropriate duty officer. The agency requires these services during non-holiday weekdays from 17:00 to 08:00 hours the next day AEST, and continuously on weekends from 17:00 Friday to 08:00 Monday AEST. The scope of work requires the provider to answer all calls within three rings while maintaining a professional and courteous demeanor at all times. Staff must accurately screen and route calls according to established criteria. Additionally, the personnel must speak and understand English at a native level, ensuring they clearly understand and are understood by callers regardless of English dialect or accent. Eligible bidders must be onshore Australian organizations only. The agency requires the performance of the work to be conducted offsite. Bidders must submit their responses digitally via email or online, and the agency is looking for proposals to determine the budget.