Telephone Answering Services

The City of Lincoln, Lancaster County, and the City of Lincoln/Lancaster County Public Building Commission are seeking a contractor to provide Telephone Answering Services for various departments and divisions. The contractor will be responsible for answering approximately 15,000 calls in a six-month period and providing professional and timely service. The contract will be for a period of four years with the option to renew for four additional one-year periods. The contractor must have at least five years of experience providing similar services and meet the essential qualifications and experience listed in the RFP. • The contractor must maintain a workforce capable of meeting all requirements for each department at all times. • The contractor must provide friendly, courteous customer service and provide a greeting that includes the department/division. • The contractor must handle emergency calls to any of the Owner's departments when the caller does not speak English. • The contractor must have an incident or recent call log to avoid duplicate calls on the same incident. • The contractor must provide a specific contact person and backup person for each department. • The contractor must provide quarterly reports to each department representative and City/County Purchasing.