Statewide Call or Contact Center Services

The Vendor is required to provide recipient agencies to obtain call and contact center services.
- Call Volumes (measured in minutes):
•    Recipient Agencies – 69,000-139,000 minutes per month
•    State Board (election periods):-1.3M-2.2M+ minutes annually
- Communications Include:
•    Program Management
•    Printing and Photocopying
•    Materials usage
•    Mailing of 1-5 documents
•    Brochure distribution
•    Postage 
- These services include but are not limited to:
•    Inbound and Outbound Live Operator Services.
•    Scripted Information Dissemination.
•    Data Entry of Information into Contractor’s Customer Relationship Management (CRM) Database.
•    Mailing and Fulfillment Services.
•    Multilingual Services.
•    Voice mail.
•    Automatic Call Distributor (ACD).
•    Interactive Voice Response (IVR).
•    Email Correspondence.
•    Call Center Overflow Capabilities.
•    Handling Surveys & Questionnaires.
- Ensure the call center’s monthly abandonment call rate does not exceed 5% (i.e., 95% of all incoming calls to be answered for the month).
- Ensure a response time for phone/chat to be less than 45 seconds during Peak Times, periods of heavy call volumes, and Extended Hours.
- Ensure a response time for customer calls to be less than 5 minutes.
- Provide a web-based CRM for its staff and Recipient Agencies to use that contains, at a minimum, live chat capabilities, a ticketing system to track inbound telephone calls and chats, and future access to these communications.
- Make calls monthly to a minimum of 25% of the Tier 3 Customers to gather satisfaction surveys and provide the results to the Recipient Agencies.
- Provide the ability to communicate in other languages (at a minimum, English, Spanish, Creole, French, Korean, Russian, Chinese, and Vietnamese)
- Provide support for Customer inquiries of varying complexities, including making appropriate referrals for additional assistance when the Customer Service Representative (CSR) is unable to fully resolve inquiries.
- Provide call recording/logging that enables the call center to record, store, organize, search, and playback all telephone calls for quality control and verification purposes.
- Provide professional voice recording of IVR scripts in, at a minimum, English, Spanish, Creole, French, Korean, Russian, Chinese, and Vietnamese.

- Contract Period/Term: 5 years    
- Pre-Proposal Conference Date: October 24, 2025
- Questions/Inquires Deadline: October 29, 2025