The vendor is required to provide auxiliary customer care contact center (CCCC) services.
- Be proficient in handling incoming calls, emails, and other communication channels, as applicable, in accordance with the task order provided;
- Adhere to predefined scripts and protocols provided by agency; and
- Perform timely escalation of complex issues to designated personnel within agency;
- Provided equipment (e.g., personal computers, peripherals) necessary to access agency virtual desktop infrastructure (VDI) and perform the job functions
- Ability to rapidly ramp up to provide auxiliary services
- Provide auxiliary services within forty-five (45) days of receipt of an approved task order.
- Must be able to scale resources based on fluctuating call volumes and seasonal demand.
- Real application programming interface (API) integration to agency systems is not needed.
- Providing an interactive voice response (IVR) platform; agency will provide the IVR and automatic call distribution (ACD).
- Providing a customer relationship management (CRM) solution; successful respondent’s agents will log all contacts in agency CRM software.
- Successful respondent will not be performing any integration with agency CRM software.
- Provide the necessary technology, equipment, and computer peripherals for successful respondent’s agents to use in conjunction with agency VDI to provide auxiliary services.
- Technology includes, but is not limited to, remote desktop tools, call center software solutions and other relevant applications necessary to provide auxiliary services.
- The optional additional implementation support will not exceed five hundred (500) hours per year for the term of the contract.
- Call center operational volumes include, but are not limited to:
• Twenty (20) agency administrators
• One thousand (1,000) agency agents
• Concurrent shifts in operation
• Current agency call volumes (approximate, vary by division and program):
1. Average inbound calls per month: one hundred fifty-five thousand (155,000);
2. Maximum inbound calls per month: three hundred and five thousand (305,000); and
3. Average outbound calls per month: twenty-two thousand (22,000).
- Must be able to support an IVR system scalable to support an average inbound call volume of five hundred fifty thousand (550,000) calls per month with potential call volume increases up to one million (1,000,000) calls per month.
- Contract Period/Term: 1 year
- Pre-Proposal Conference (Attendance is Optional) Date: April 4, 2025
- Questions/Inquires Deadline: April 8, 2025