Transportation Call Center Services

The vendor required to provide call center services to support transportation operations, customer service, and communication with parents, guardians, staff, and community stakeholders.
- Provide inbound and outbound call center services including, but not limited to:
•    Handling transportation-related inquiries
•    Responding to service delays, route changes, and emergency situations
•    Escalating issues in accordance with county transportation protocols
•    Providing accurate and consistent information to callers
•    Properly documenting calls, actions taken, and outcomes
- Hours of operation and staffing
•    Provide coverage during regular school days and periods of peak demand
•    Vendor must demonstrate the ability to scale staffing during:
o    Weather events
o    School delays or cancellations
o    Start of school year
o    Transportation emergencies
- Technology and call handling
•    Reliable call routing and queue management systems
•    Call tracking and reporting tools
•    Secure data handling and system redundancy
•    Call recording capability
- Call recording, quality assurance and weekly calibration
1. Call recording capability
•    Recordings must be securely stored for a minimum of 180 days
•    Recordings must be retrievable and accessible to authorized county transportation staff upon request 
•    Comply with all applicable federal, state, and local call-recording and data-privacy laws 
•    Call-recording technology, access controls, and retention policies in the proposal
2. Weekly call calibration meetings
•    Review a representative sample of recorded calls
•    Evaluate:
o    Accuracy of information provided
o    Professionalism and customer service tone
o    Adherence to scripts, protocols, and escalation procedures
o    Proper documentation and issue resolution
•    Identify trends, recurring issues, and training gaps
•    Ensure alignment with county transportation expectations
3. Quality scoring, documentation and corrective action
•    Vendor must utilize a standardized call quality scoring rubric
•    Results must be documented and shared with county transportation
•    Documentation must include:
o    Calls reviewed
o    Quality scores
o    Deficiencies identified
o    Corrective actions and retraining plans
•    Repeated deficiencies may require a formal corrective action plan
4. Training and continuous improvement
•    New-hire onboarding
•    Ongoing agent training
•    Script and workflow updates.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: January 23, 2026