Contact Center Tier 1 (CCT1)

USCIS requires services to support inbound and outbound calls, chats and webform/email inquiries using a model that employs a mix of IVR/IVA, web and voice channels for customers to obtain assistance on citizenship and immigration related information. This request is for the contractor to operate the Tier 1 level of a multi-tier Contact Center Operation. The Contractor will provide sufficient bilingual operational staff to support the Contact Center Tier 1 interactions and collaborate with the USCIS and other supporting Contractors involved in improving Contact Center operations. USCIS supports telework and provides the government furnished equipment for this award.