After-Hours Call Center Services

Background
The University of Wisconsin-Madison is seeking bids for after-hours call center services to enhance their communication capabilities outside of regular business hours.
This initiative aims to ensure that the university can effectively manage calls and provide support to its community during evenings, weekends, and holidays.

Work Details
The contract includes the provision of various call center services, with estimated monthly quantities as follows:

- Inbound Calls: 200 units
- Outbound Calls: 1,200 units
- SMS (Text) Delivery: 200 units
- Patches (Connecting Caller to Someone): 5 units
- Account Maintenance Time: 10 hours
- Monthly Fee for Basic Service: 10 units
- Monthly Fee for Advanced Service (including Voice Recording of Calls Archive and SMS Messages Archive): 10 units
- Extra Charges for Holiday Days: 10 units
- Extra Charges for Weekend Days: 10 units
- Screen Time for Online Keying: 1,100 minutes
- Call Talk Time: 1,100 minutes
- Call Wrap Time: 200 units
- Work Time on Account (including List Maintenance, Call Review for Quality, and Coordination Issues): 30 minutes.
Additional items may be added as needed for competition purposes.

Period of Performance
The contract is expected to commence upon award and will continue as specified in the terms outlined in the solicitation documents.

Place of Performance
Services will be performed remotely as part of the after-hours call center operations.