Call Center Support Services

The vendor is required to provide call center support services to assist with inquiries related but not limited to the newly launched unemployment insurance system and changes in how claimants apply for benefits both initially and each week.
- Objective
•    Call types as agreed upon between the parties including but not limited to general inquires, frequently asked questions, and user support inquiries such as password resets, and multi-factor authentication support.
•    Contractor’s agents will log all calls into agency customer relationship management (CRM) system.
- Roles and responsibilities
•    Provide the necessary call center equipment (computers, headsets, keyboards, mice, network connectivity, and other peripheral equipment necessary for its staff to perform call center activities), and it support to ensure that all equipment is operational and fully supported as necessary.
•    Recruit and qualify call center personnel.
•    Conduct background checks and may deploy personnel prior to completion but will remove individuals who fail the check.
•    Train all call center personnel based on the training provided by agency.
- Call center operations
•    Provide real time call monitoring and management to ensure agent quality and effectiveness, which includes handling a minimum of 6 calls per agent per hour.
•    Provide multilingual support as needed using real-time translation services provided by agency.
•    Provide support for hearing impaired individuals as needed using services provided by agency.
•    Personnel will work 40 hours per week, and overtime requires written approval from agency and will be billed at a 1.5-hour rate.
- Call center hours of operation
•    Call center hours of operation will be Monday – Friday 8:00am – 5:00pm.
- Staff roles and responsibilities
1. Call center engagement lead
•    Develops project work plans, schedules deliverables, coordinates assignments for contractor’s staff, and serves as the point of contact for project issues. 
•    Tracks engagement progress, delivery of service, including tracking of service-levels, and provides status reports at regular intervals to agency.
2. Call center manager: 
•    Oversees the day-to-day operations of the call center by providing supervision to call center trainers, call center supervisors; ensuring best practices and established workflows are implemented and adhered to; working closely with agency subject matter experts and telephone claim center leadership to address operational issues impacting customer service in real-time.
3. Call center trainer: 
•    Call center agents and call center supervisors are trained and supported to meet the needs of the engagement by working with agency training counterparts to transfer knowledge via the train-the-trainer model; working with agency subject matter experts to develop training materials and job aids that define and reinforce best-practices; ensuring all contractor staff complete any mandatory trainings; developing and leading training sessions to ensure staff have requisite knowledge to perform call taking and supervisory functions; participating in quality assurance activities; evaluating contract staff for knowledge retention and service quality; identifying knowledge gaps and providing feedback to agency counterparts to address those gaps.
4. Call center supervisor: 
•    Provides first-level, front-line supervision to call center agents by ensuring that agents are logged in, accepting calls and adhering to best practices; monitoring and reviewing calls for quality; providing coaching and feedback to call center agents; assisting with call escalations; performing regular quality assurance reviews; evaluating call center agents’ job performance and recommending personnel actions as appropriate.
5. Call center agent: 
•    Manages incoming calls including identifying customer needs; providing relevant information to callers using training information, knowledge articles, and other job aids; keeping records of customer interaction using the CRM; making outbound calls as needed to refer callers to agency.

- Contract Period/Term: 1 year
- Notice of Intent to Bid Due Date: December 1, 2025
- Questions/Inquires Deadline: November 14, 2025