Description
The U.S. Consulate General in Sydney is seeking a contractor to provide after-hours answering services for Mission Australia, including the U.S. Embassy in Canberra and U.S. Consulates General in Sydney, Melbourne, and Perth. The contractor will be responsible for fielding calls from the general public, screening calls, providing limited information to callers, and directing emergency calls to the appropriate duty officer. The contract will be for a one-year period with four one-year options. The contractor must maintain a flexible call routing system, ensure confidentiality of duty officer personal contact information, and implement security measures to protect sensitive information.
• The contractor must provide monthly call reports, including itemized details of all EVENT calls, separate reports for each Mission facility, and a consolidated Mission-wide report.
• The contractor must maintain performance standards, including answering all calls within three rings, maintaining professional and courteous demeanor, accurately screening and routing calls, and providing timely and accurate monthly reports.
• The contractor must implement quality control measures, including regular training and refresher sessions for operators, monitoring of operator performance, and procedures for handling operator questions or uncertainties.
• The contractor must maintain secure systems for storing and accessing duty officer contact lists, call screening guidelines, and historical call data.