Call Center Services

The vendor required to provide call center management and operations services in support of authority housing programs, including public housing, housing choice voucher (HCV), and affordable housing.
a. Call handling
•    Answer and manage all incoming calls within three (3) rings.
•    Route calls to appropriate authority departments as necessary.
•    Provide courteous, professional, and accurate responses to inquiries.
•    Resolve issues at first contact whenever possible.
•    Handle maintenance-related calls by creating and assigning work orders in authority software system.
•    Provide information regarding waitlist status, program eligibility, interview and inspection appointments, accounts, and property information.
b. Recordkeeping and system integration
•    Log all call details, resolutions, and escalations within authority system of record.
•    Enter detailed memos and notes on participant, resident, applicant, and landlord files.
•    Verify and update caller contact information during each interaction.
•    Accurately record every call in the notes section of elite or Yardi.
•    Maintain the capability to provide services to hearing-impaired customers.
c. Reporting requirements
•    Maintain detailed call data reports including daily, weekly, monthly, and annual call counts, end-of-call dispositions, reasons for calls, and average handle time (AHT).
•    Submit monthly summary reports to authority including total calls handled and abandoned, resolution rates, and customer satisfaction metrics.
•    Share progress data and reports regularly with authority administration teams.
•    Maintain all call recordings for at least 90 days and provide copies upon request at no additional cost.
d. Customer service and performance standards
•    All calls shall be answered within three rings.
•    Calls placed on hold must be handled within two (2) minutes after IVR completion.
•    Maintain an average handle time (AHT) of ten (10) minutes or less.
•    Handle 90%–95% of calls within the established time frame.
•    Maintain at least 96% compliance to earn incentive performance and avoid disincentives below 90%.
•    Provide fluent english, Spanish, and Vietnamese representatives during operational hours.
•    Demonstrate professionalism and empathy during all interactions, even under stressful conditions.
e. Work order and case management
•    Create and assign maintenance work orders promptly upon receipt of maintenance related calls.
•    Categorize work orders per authority policy (emergency, urgent, routine).
•    Ensure accurate data entry and routing to the correct authority operational unit.
•    Follow up on open or unresolved calls to ensure closure and resident satisfaction.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: November 14, 2025