24x7x365 Live Telephone Answering Services

The County is seeking a vendor to provide continuous, twenty-four-hour, seven-days-a-week live telephone answering services. The agency needs to ensure that all customer phone calls are answered by a live call center agent, immediately documented, and managed according to the time of day. This service will solve the problem of missed citizen inquiries and unrouted emergency calls during both normal business hours and after-hours periods. The scope of work requires the vendor to provide all necessary trained personnel to handle calls during two distinct daily shifts. During normal working hours from 8:00 a.m. to 4:00 p.m. PST, agents must transfer the customer to the appropriate County staff and then disconnect from the call. During after-hours from 4:00 p.m. to 8:00 a.m. PST, agents must take detailed messages containing the customer's first and last name, phone number, email address, the address of the reported violation, and the specific concern or inquiry. The selected vendor must also enter customer complaints directly into the County's web-based Code Compliance Complaint system. Additionally, the agency requires the vendor to provide as-needed phone services for emergency services and to document after-hours messages for County staff to review and act upon when they return to the office. The contract period for these services will be for one year. Eligibility is strictly limited to onshore organizations based in the United States. The agency requires all performance of the work to be conducted offsite. Bidders must submit their proposals digitally via email or online, and the agency is looking for proposal submissions to determine the budget. All questions regarding this opportunity must be submitted no later than May 29, 2026.