CC-3858 - USA (Illinois) - 27x7x365 Answering Services - Deadline September 9,2026

(1) Vendor needs to provide 27x7x365 answering services. – Provide comprehensive answering services for agency–owned and managed properties. – Provide after–hours telephone answering services for maintenance emergencies and other resident related inquiries. – Provide telephone answering services twenty–four hours per day, three hundred sixty–five days per year, including weekends and holidays, outside of agency's normal business hours of 8:30 a.m. to 4:30 p.m., Monday through Friday. – Provide live–agent telephone answering services for all incoming calls. – Answer calls in a courteous, professional, and customer–service–oriented manner using scripts and procedures approved by agency.– Ensure callers are not placed on hold for more than three minutes. – Notify designated agency staff members according to the escalation and call–out procedures established by agency.– Document all call activity, including incoming calls, messages taken, staff notifications, and escalation attempts.– Maintain records of all calls and related transactions with agency staff.– Provide language assistance and interpreter services, if requested, and identify any associated fees within the proposal.– Maintain sufficient staffing and operational capabilities to ensure uninterrupted service during weekends, holidays, severe weather events, power outages, or other emergencies.• Accurately collect and document the following information for each call:– Caller name.– Caller telephone number.– Property address and unit number.– Detailed description of the issue, concern, or emergency.• Provide monthly, quarterly, and annual reports in a format approved by agency, reports shall include:– Total calls received.– Total calls answered.– Total abandoned or lost calls.– Average speed to answer calls.– Average call duration.– Calls categorized by issue type (e.g., flooded toilet, no water, lost key, fire, HVAC, plumbing, electrical, and other maintenance–related emergencies).(2) All the questions must be submitted no later than August 24, 2026. (3) The contract period will be for two years. (4) Pre–bid meeting will be held on August 18, 2026.