Transportation Call Center Support Services

The Vendor is required to provide call center support for the district’s school bus transportation services.
- Provider will act as the first point of contact for families, staff, and community members inquiring about student transportation.
- The call center provider will be responsible for:
• Handling up to 200 calls per day, with the highest volume expected during the start of the school year.
• Providing timely, accurate, and courteous responses to inquiries related to school transportation services.
• Investigating and resolving transportation-related concerns using the following platforms:
• Calamp/synovia: to track and investigate real-time GPS data.
• Bus planner: to access and interpret transportation routing and planning data.
• Infinite campus: to view student information as it relates to transportation.
• Here comes the bus (HCTB): to support parents/guardians using the mobile app and resolve related issues.
• Problem-solving proactively to reduce call escalation to agency transportation office staff.
• Performing soft transfers for escalated calls when necessary.
• Utilizing a case submission protocol by zone when the transportation office cannot be reached.
• Ensuring all representatives are fully trained and have a deep understanding of k–12 student transportation operations.
• Providing bilingual support if possible (optional but preferred).
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: May 13, 2025