After Hours Answering Service

The buyer requires a vendor to provide an offsite, after-hours telephone answering service from Monday to Friday between 4:30pm and 8:30am, and 24 hours per day on Saturdays and Sundays. The vendor must achieve a service level standard of answering 80% of calls within 20 seconds. The requested scope includes tracking first call resolution and escalated calls, triaging calls, making outgoing calls or sending emails as needed, and scaling operations based on 911 call center activity. Historical usage averaged 1,496 minutes monthly, totaling 17,952 minutes over the last twelve months. Only Canadian organizations operating onshore qualify for this opportunity. The buyer seeks proposals for the budget and accepts digital submissions via email or online. Bidders must submit all questions no later than September 23, 2026.