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
