Inbound Call Centre Services-Emergency Line

PROCUREMENT OVERVIEW

The Canadian Nuclear Safety Commission (CNSC) is seeking inbound call centre services for its 24/7/365 emergency line, which is utilized for reporting nuclear-related events. The core need is to ensure that all calls, which can range from emergency notifications to general inquiries, are managed effectively and efficiently. The contractor will be responsible for providing bilingual (English and French) call answering services and message management, ensuring compliance with specific security requirements.

ISSUING ORGANIZATION

The issuing organization is the Canadian Nuclear Safety Commission (CNSC), located in Ottawa, Ontario, Canada. For inquiries, bidders can contact CNSC Procurement at the email address: [email protected].

TECHNICAL CAPABILITIES

Contractors must have the capability to provide bilingual call answering services and effective message management. Familiarity with emergency response protocols related to nuclear safety is advantageous.

DELIVERABLES AND PERFORMANCE STANDARDS

Key deliverables include:

• Bilingual call answering services available 24/7/365.
• Effective message management processes.
• Regular updates and communication with CNSC Duty Officers.

PREFERRED QUALIFICATIONS

Preferred qualifications that could provide a competitive advantage include:

• Previous experience in managing emergency call centres, particularly within the nuclear or public safety sectors.
• Additional certifications in security management or emergency response protocols.