External Call Center Services

The vendor is required to provide external call center services to acquire third-party and external support for the assistance of taxpayers by way of answering and resolving telephone inquiries at a beginning level, which come into the individual call center (ICC) of the division regarding personal income tax inquiries.
- Objectives
•    Assess vendor capabilities for providing secure, scalable customer support for taxpayer inquiries.
•    Identify best practices for training, staffing, and compliance management.
•    Evaluate cost models and implementation timelines for potential solutions
- Tasks:
•    Inbound and outbound taxpayer assistance via phone and email.
•    Case management and issue resolution tracking.
•    Workforce management and quality assurance.
•    Compliance with federal and state data protection standards.
•    Multilingual and accessible taxpayer support.