Remote Customer Support and Call Center Operations Services

The vendor required to provide remote customer support and call center operations services for delivering high-quality, professional and efficient customer service interactions through a fully remote call center model.
1. Customer account management
•    Update and maintain customer authority e-zpass accounts.
•    Assist customers with account inquiries and updates to account information, (e.g., account demographics, vehicle or license plate updates, transponder activation or deactivation). 
•    Process account payments, auto-replenishment setup, and balance inquiries. 
•    Provide customer support for online access, login support and profile updates. 
•    Maintain a thorough understanding of authority e-zpass business rules and regulations. 
•    Assist customers with the account closure process and ensure all required documentation is submitted. 
•    Verify and confirm account information with customers to ensure accuracy. 
•    Advise business and commercial accounts for the proper procedures for their inquiries. 
•    Understand and apply the process for directing customers to local offices for account establishment when required. 
•    Support customers with the toll dispute process for out of state toll transactions on their authority account. 
•    Explain toll transactions and charges appearing on customer statements 
•    After each customer interaction, call center agents must write detailed notes summarizing the conversation. 
o    Customer’s account details (as needed for context, respecting privacy regulations).
o    Purpose of the call and the main issues raised.
o    Actions taken by the agent during the call.
o    Any follow-up actions required and the responsible party.
o    Relevant dates, times, and reference numbers for transactions or escalations.
•    Notes must be clear, accurate, and entered into the CRM or call tracking system immediately after the interaction, including the customer service representatives initial and numbers. 
•    Documentation is subject to periodic quality reviews to ensure completeness and compliance with e-zpass standards
2. Toll invoice and violation processing 
•    Explain toll charges, invoices, and statements. 
•    Research and dispute invoices and toll transactions as needed. 
•    Navigate the account management system to explain the reasons invoices were issued. 
•    Assist customers with violation notices, administrative fees, and resolution processes. 
•    Process payments for toll invoices, violations, and related fees over the phone through our IVR system or authority website if needed. 
•    Support customers who may have: DMV holds, attend traffic tribunal or are sent to central collections, to resolve their violation matters. 
•    Staff are proficient in navigating the account management system to correctly process fee waivers, with minimal assistance required. 
•    Follow and understand the authority invoice dispute resolution process.
3. Call center services
•    Respond to inbound calls regarding accounts, violations and general inquiries. 
•    Handle escalations and ensure timely resolution of complex cases
•    Conduct outbound customer service calls when needed (e.g. Follow-ups, or account verification).
•    Provide accurate and consistent information about e-zpass policies and procedures. 
•    Educate customers about toll usage, account options, e-zpass business rules and online tools. 
•    Maintain record of call volume, response times and resolution rates.
•    Generate daily, weekly and monthly performance reports to share with authority. 
•    Monitor and report recurring issues or trends to authority management.
4. Service level expectations
•    Call handling quality- 10-to-15-minute wait times 
•    Average handle time- 4-10 minutes 
•    Maintain an abandoned call rate of no more than 25%, excluding calls abandoned within the first 10-15 minutes of queue time. 
•    Performance will be evaluated in conjunction with average speed of answer (ASA) to ensure hold times remain within acceptable service levels. 
•    After call work- 3-5 minutes 
•    First call resolution- 75-85% of calls resolved without escalations or callbacks 
•    Staff adherence- 90-95% adherence to scheduled shifts. 
•    The remote call centers support authority business hours and holiday schedules. 
•    Initial staffing level of 30 customer service representatives. 
•    Staffing levels may fluctuate and are subject to change based on call center call volume and business needs. 
•    Customer service representatives will follow and abide by all PCI and PII requirements outlined by authority.
5. Interface
•    Customer service staff will utilize the following applications:
o    Secure remote access to authority internal system
o    EMOVIS: Abertis mobility services toll CRM and image review applications
o    Mitel soft phones: Micollab and web ignite applications.
o    Microsoft applications
•    The call center shall maintain effective coordination and communication with authority staff and internal IT teams. 
•    Notify authority staff immediately of any system outages, performance issues, or suspected security incidents affecting call center operations. 
•    Maintain documentation of all technical issues, root cause analyses and resolutions. 
•    The remote call center must be capable of securely interfacing with the authority network and operating all necessary applications identified above. 
•    Ensure all technical integrations and communication systems comply with security standards, including PCI requirements, data encryption, and protection of personal information. 
•    Support IT in performing audits, penetration tests, or security reviews related to call center technology.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: January 26, 2026