Citywide Professional Answering and Informational Service

The City of Hollywood, Florida is seeking a company to provide a turnkey Professional Call Center Answering and Informational Service. This service will answer all calls to the City during overnight hours, holidays, and emergencies, as well as serve as a secondary overflow answering system during normal business hours. The service will receive approximately 31,000 calls per month and will require bilingual agents to handle calls in English and Spanish. The contractor will be responsible for providing staff, management, and operations, as well as maintaining all necessary infrastructure, including telecommunications systems and computer hardware. The contractor will also be required to provide a performance measurement plan and maintain daily records of all calls. Some key responsibilities of the service include: • Answering calls and responding to inquiries • Providing interconnectional responses to questions and directions • Entering requests for service into the City's customer relationship management tools • Transferring calls to the appropriate staff for resolution • Directing callers to self-help options available on the City's main website • Recording and documenting all calls in accordance with industry standards and City procedures/protocols.