Call Center. B.4.8.1 The Contractor must provide a call center within the contiguous United States that may be reached via toll free number 24x7, every day of the year. B.4.8.2 The Contractor must clearly identify to callers the method to access services for each distinct Triggering Event. B.4.8.3 Staff at the call center must answer questions in a courteous and professional manner, using the FAQ script, if one is provided by the Purchasing Entity. Additionally, all calls to the call center must be answered by a call center staff member within one (1) minute of the call being placed. Offerors who can supply value add services beyond what is required in sections B.4.1 through B.4.7.2.4 should describe those value‐add services enter the cost(s) for such within their Cost Proposals. Proposed Value Add Options may become part of the Master Agreement, at the Lead State’s sole option. Proposed value‐add services that become part of the Master Agreement will then be accessible by Purchasing Entities, as long as the Participating Addendum contemplates the proposed value‐add services.
Appears in 2 contracts