Contact Center Operations - Request for Information

Background
CMS is the largest purchaser of health insurance in the United States. CMS works to ensure high quality health care at a reasonable price and to provide information about benefits, health promotion, and choices. CMS is responsible for accurate, timely, relevant, understandable, and easily accessible information that will help individuals evaluate health plan options, nursing home options, and make decisions on their individual health care needs.
The Contact Center Operations (CCO) environment provides customer service functions which are able to efficiently handle and answer inquiries with a high level of service across the United States and its territories. The operations include offering the same range of services and quality across multiple contact channels, such as telephone, mail, email, TDD/TTY, fax, and web chat, enabling multi-channel access.

Work Details
The performance objectives for the CCO contract include widely available contact centers to receive and respond to inquiries with low queue times and rare disruptions in services; providing high-quality customer service focusing on the accuracy of information provided, completeness of information, overall knowledge of CMS programs and services, adherence to Privacy Act requirements, and overall professional customer service; maintaining effective and efficient operations with high agent occupancy rates, low average handle times (AHT), high customer satisfaction, prompt turnaround times for written, web chat, and email inquiries; being cost-effective; maintaining a highly qualified workforce by ensuring low agent turnover rates and high training and quality assurance scores.