Call Center Services

The vendor is required to provide call centers related to the housing choice voucher program (hereinafter firms) interested in a customer call center in the country.
- Provide all the necessary personnel, technical expertise, insurance, transportation, materials, supplies, equipment, software, and any other ancillary item(s), resource(s) or professional service(s) needed to perform the following services:
• Provide agency with a fully staffed and functioning call center related to agency housing choice voucher program.
• Provide and maintain its customer service call center in the country.
• The off-site call center will answer calls from residents, applicants, citizens, employees, landlords, vendors, and others.
• Perform customer service call center activities in accordance with department regulations and agency policies.
- Call Center include:
• Provide and manage off-site call center services
• Maintain a suitable interactive voice response (IVR) system
• Interact with agency system of record to track call center interactions, record case notes, and streamline customer service
• Accurately track calls handled and report all activity to agency
1. Provide resolution to caller’s inquiry/concern
2. Assign to appropriate agency department for follow-up and resolution
- Provide telephone answering services during daily business hours of 7:00 am – 6:00 pm.
- Must have the software utilized by agency to record notes and access client records in order to resolve issues and/or escalate to appropriate agency personnel.
- Provide staff and administer customer service call center
- Must be able to fluctuate between unpredictable call volumes (250-350 calls per day)
- Provide call statistics detail and summary reports which include information on the following :( reports can be broken down by current day, specific day, or date range):
• Statistics
• End of call disposition
• Call counts (daily, weekly, monthly, and annual)
• Reason for call (call disposition)
• Duration of calls for category in call disposition
• Grand totals for all the above information.
- Provide excellent customer service to program participants, applicants, landlords, and the public.
- Accept calls and address caller issues, escalating to appropriate staff when needed.
- Meet goals for staff utilization, average handle time (AHT), and other measures as specified by the supervisor.
- Allow customers to access customer service representatives fluent in English, Spanish, and Vietnamese during normal call center hours of operation.
- Develop and maintain an effective interactive voice response (IVR) system.
- All calls shall be answered by the third ring.
- All calls shall be recorded and available to agency upon request at no additional cost.
- Required to answer all incoming calls during the hours contracted.
- Have sufficient properly trained, experienced, and dependable staff to meet the contract needs in a timely and technically acceptable manner.
- Personnel shall conduct all work in a professional manner, even when dealing with residents, staff, or other callers in high-stress situations.
- Ensure that all employees hired to perform services sign a nondisclosure and upholds information obtained with the strictest level of confidentiality.
- Verify with each applicant, participant, or property owner all contact information listed in the system and update accordingly, noting the system of the information updated/changed.
- Maintain the ability to provide service to hearing-impaired clients.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: July 31, 2025