To: Board of Supervisors
From: Marc Shorr, Information Technology Director
Report Title: Contract with Call Center Sales Pro.
☒Recommendation of the County Administrator ☐ Recommendation of Board Committee
RECOMMENDATIONS:
APPROVE and AUTHORIZE the Chief Information Officer, or designee, to execute a contract with Call Center Sales Pro (CCSP) in an amount not to exceed $6,000 for the renewal of call answering services, subject to the terms of CCSP’s Master Service Agreement, for the period of September 1, 2024, through August 31, 2025.
FISCAL IMPACT:
The cost of this product is included in the Departments FY 24-25 budget. 100% User Departments.
BACKGROUND:
The Department of Information Technology Telecommunications Division staff fields calls from other County departments and employees who are reporting outages, service interruptions, or performance issues affecting the County's telecom services, including phone lines, internet connectivity, and emergency communication systems. The Telecommunications Division utilizes call answering services provided by Call Center Sales Pro in the following situations:
• Daytime Call Overflow Management: During peak hours, or when staff are unavailable due to departmental meetings, calls can be redirected to Call Center Sales Pro’s answering service, ensuring that every call is attended to promptly.
• After-Hours Call Handling: Outside of regular business hours, Call Center Sales Pro’s answering service will manage incoming calls, providing information, taking messages, or escalating critical issues to the appropriate on-call staff.
The CCSP Master Service Agreement contains an indemnification provision from County to CCSP.
CONSEQUENCE OF NEGATIVE ACTION:
If this request is not approved it will compromise the department's ability to effectively communicate with the public, other departments, and external partners, leading to a range of operational risks.