24x7x365 Telephone Operator and Switchboard Services

The agency is seeking 24x7x365 telephone operator and switchboard services. This includes thirteen telephone operators to provide coverage around the clock, every day of the year, including federal holidays. The operators will answer incoming calls politely, efficiently, and in a friendly manner, even during periods of high call volume or crisis. The scope of work covers answering calls in priority order and routing them appropriately throughout the facility. Operators will also receive authorized collect calls, recording the time and charges, and ensure no unauthorized long-distance or collect calls are made or accepted. Assistance will be provided for placing various outgoing calls, patching through stations, and helping facility staff and patients with call placement. Calls will include commercial and Enterprise Infrastructure Solutions (EIS) calls. A log of telephone equipment malfunctions and service complaints must be maintained. The contract period will be for one year. This bid is set aside for service-disabled veteran owned small businesses. Eligibility requires the organization to be onshore, meaning it must be a USA organization only. The performance of the work will be offsite. The agency is looking for proposals.