Call Center Services

The Vendor is required to provide call center services shall include the management of inbound and outbound communications across multiple channels, including, but not limited to, telephone, SMS/text messaging, web chat, in-app messaging, email, social media platforms, and other digital communication tools as directed by agency.
- Hours of operation
1. Authoritative hours of operation
•    Monday–Friday: 5:00 a.m. – 12:00 a.m.
•    Saturday, Sunday, and recognized holidays*: 6:00 a.m. – 9:00 p.m.
•    Hours of operation are subject to change.
2. Extended hours authorization
•    Hours may extend due to service disruptions or special train service. 
•    Fixed hourly rate will apply to any additional hours. 
•    Extended operating hours may only be authorized by the agency project manager or designee. 
•    Authorization must be provided in writing (email acceptable). 
•    In emergency conditions, verbal authorization may be provided, provided written confirmation follows within one (1) business day. 
•    Contractor shall not invoice for extended hours without documented authorization. 
•    Surge staffing and emergency activation align with preapproved pricing schedules and shall not constitute a scope change unless explicitly approved in writing
- SMS and Text messaging
•    Support for inbound and outbound messaging for customer inquiries, responses, and agency -directed communications. 
•    Integration with agency customer relationship management (CRM) to ensure all interactions are documented, tracked, and reportable. 
•    Intelligent routing of inbound messages based on inquiry type, language preference, urgency, and service conditions. 
•    Ability to support automated responses for routine inquiries, with seamless escalation to live customer service representatives when required. 
•    Ability for customer service representatives to initiate outbound messages to customers who have contacted the customer service center (CSC) by phone, when appropriate and with customer consent, for follow-up, clarification, or resolution. 
•    Preservation of full interaction context when text conversations are transferred between automated tools and customer service representative (CSRs). 
•    Professional, clear, and consistent messaging aligned with agency -approved terminology and customer service standards. 
•    Compliance with all applicable data privacy, cybersecurity, accessibility, and nondiscrimination requirements. 
•    Reporting capabilities that include SMS and text volumes, response times, resolution outcomes, language usage, and customer satisfaction indicators. 
•    Multilingual translation and response.
- Interactive voice response (IVR) requirements
•    24/7 availability. 
•    Answer within one ring. 
•    Voice recognition, professional recordings, and automated alerts. 
•    When the estimated wait time exceeds five (5) minutes, the IVR will provide the customer an automated return call option. 
•    Remote maintenance and restart capability. 
•    Remote script updates. 
•    Passcode security. 
•    Track calls and integrate real-time train status. 
•    Accommodate script expansions up to 500% greater than necessary for day-one operation. 
•    IVR voice recordings shall use agency -approved, AI-generated voice recordings provided by agency to ensure consistency with agency standardized voice across automated customer communications. 
•    The contractor shall not independently create, alter, or deploy IVR voice recordings without prior approval from agency.
- Automatic call distributor (ACD)
•    Provide and maintain staffing levels, including appropriate supervisory coverage, sufficient to meet all prescribed service and performance standards during CSC business hours, with the flexibility to scale staffing as necessary to ensure compliance with agency requirements. 
•    Immediate call acceptance from IVR. 
•    Queued callers will hear music, an estimated wait time, and appropriately timed prerecorded messages such as, "a CSR will be with you shortly" and "calls are recorded for quality assurance." 
•    Priority for passenger information telephone (pit) calls. 
•    Call transfer to supervisors; skill-based routing. 
•    Monthly reporting of system usage, call volume, wait times. 
•    Must be expandable; the contractor will recommend use-pattern-related thresholds and identify enhancements. 
•    All recommendations will have an outline of total expected costs related to implementation. 
•    The contractor must demonstrate the ability to professionally operate the ACD system and certify that all users are properly trained. 
•    The contractor will confirm in writing that the ACD technical support is available to ensure uninterrupted service during the CSC operating hours for the duration of the contract.