Vital Statistics Call Center Services

The Vendor is required to provide call center services for the department Vital Statistics Section.
- The call center services shall include, but not be limited to, hiring of call center staff, workforce management, and project oversight. 
- Responsible for answering approximately 20,000 to 27,000 inbound calls per month to provide callers with general information and instructions related to requesting vital statistics certified records, processing times, applications, and any other related information. 
- Responsible for making approximately 650 outbound calls and emails to provide callers with Tier 2 assistance. 
- Must ensure service levels including, but not limited to, average wait time, average handle time, call hold times, abandon call rates, call volumes, speed to answer, service levels, and reporting.
- Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. Will handle and resolve general issues and/or concerns.
- Tier 1 inbound calls will include, but are not limited to, the following:
•    General inquiries regarding vital statistics;
•    Submitting required forms for records requests;
•    Reprinting department correspondence to include rejection letters and affidavits of non-receipt;
•    Updating caller contact information;
•    Sending affidavits of non-receipt or other vital statistics administration requests;
•    Assistance with application preparation, submission, and application issues; and.
- Tier 2 will handle escalated in-bound and outbound calls and all emails, including but not limited to, the following:
•    De-escalating and resolving conflicts with disgruntled callers;
•    Managing calls that involve multiple requests from the same caller;
•    Handling complex calls that may require further research;
•    Providing detailed step by step guidance for corrections and resubmissions;
•    Handling calls with repeat callers regarding department nonresponse; and
•    Assistance with completion of affidavit of non-receipt.
- Must determine the level of staffing needed for general calls and escalations based on the expected call and email volumes.
- Must maintain staff to handle calls with an average handle time of four (4) to five (5) minutes per call and 95% service level of the calls must be answered within two (2) minutes. 
- Calls referred to the Contractor’s escalation unit for technical assistance on application completion and application issues must have callbacks or emails to customers within two (2) business days. 
- Calls in response to escalation referrals must have an average handle time of twelve (12) to fifteen (15) minutes per call.
- Must either provide physical space to house the call center or have the capability to operate a virtual call center, enabling staff to perform their duties remotely.
- A hybrid workforce model will also be an option, allowing a combination of in-office and remote staff.
- Must ensure that they have the proper facilities, space for any auxiliary meetings, storage, etc. This does not include space to house the call center.

- Contract Period/Term: 3 years
- Pre-proposal Conference Date: December 09, 2025
- Questions/Inquires Deadline: December 11, 2025