Contact Center Consultant Support Services

The Vendor is required to provide a consulting partner with deep expertise in contact center transitions, government operations, and health insurance customer support, preferably with ACA exchange experience.
- Fundamentally transformed the health insurance landscape, demanding increases in accessibility, operational resilience, and customer experience through state-based exchanges (SBEs).
- This transition requires sophisticated planning, execution, workforce transformation, and continuous alignment with evolving Federal and State requirements.
- Services include:
•    Perform an evaluation and gap analysis of current vendor-based services to highlight successes and areas for improvement.  
•    Plan and execute a seamless transition from a vendor-based contact center to internal operations. 
•    Design and implement an exemplary contact center aligned with agency mission and values. 
•    Design and implement a contact center that complies with the centers for medicare and medicaid services (CMS) regulations and the aca.
•    Design and implement an exemplary contact center that complies with federal and state privacy and security requirements.  
•    Recruit, hire, train, and operationalize a high-performing, consumer-centric team.  
•    Develop and achieve operational, compliance, and consumer-experience standards in alignment with industry benchmarks and best practices.  
•    Ensure continuity, security, and resilience during all transition and operational phases.  
•    Develop and establish robust frameworks for technology, quality assurance (QA), compliance, and continuous improvement. 
•    Design and implement a staffing strategy, including reporting structure, organizational chart, and position descriptions.
•    Develop a list of software and hardware necessary to launch the contact center and successfully integrate these technologies.