Call Center Services
ID: SP645-27
• State: California
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Description
Background
The Southern California Regional Rail Authority (Authority) is seeking proposals for call center services to provide comprehensive, centralized customer support on behalf of Metrolink. Metrolink is the third-largest commuter rail system in the United States, operating a 546-mile network and averaging over 586,720 passenger trips per month. The Authority aims to enhance customer service and operational efficiency through this procurement.
Work Details
The contractor will manage inbound and outbound communications across multiple channels including telephone, SMS/text messaging, web chat, in-app messaging, email, and social media. Key responsibilities include:
- Responding to service-related inquiries and customer feedback.
- Supporting various Metrolink programs such as Refunds, Lost and Found, SoCal Explorer Rewards, and Group Travel.
- Processing refunds and compensation requests.
- Assisting customers with inquiries related to the Metrolink Mobile App and ticket machines.
- Providing a multi-channel service delivery model integrated with Metrolink systems.
- Meeting measurable performance metrics defined in Section 13 of the Scope of Work.
The contractor must ensure high availability, robust security, and strong performance metrics while deploying a multi-channel automation framework for seamless customer interactions.
Period of Performance
The base period of performance is three (3) years with options to renew for two additional one-year periods.
Place of Performance
Services will be performed at the Southern California Regional Rail Authority's Customer Service Center located in Los Angeles County.
Bidder Requirements
Proposers must demonstrate proven experience operating large-scale customer service centers (CSCs), including inbound and outbound support. They should comply with all requirements set forth in the RFP including insurance coverage as detailed in Attachment C – Sample Contract. Proposers are also required to submit a complete proposal that includes technical proposals without pricing information.
The Southern California Regional Rail Authority (Authority) is seeking proposals for call center services to provide comprehensive, centralized customer support on behalf of Metrolink. Metrolink is the third-largest commuter rail system in the United States, operating a 546-mile network and averaging over 586,720 passenger trips per month. The Authority aims to enhance customer service and operational efficiency through this procurement.
Work Details
The contractor will manage inbound and outbound communications across multiple channels including telephone, SMS/text messaging, web chat, in-app messaging, email, and social media. Key responsibilities include:
- Responding to service-related inquiries and customer feedback.
- Supporting various Metrolink programs such as Refunds, Lost and Found, SoCal Explorer Rewards, and Group Travel.
- Processing refunds and compensation requests.
- Assisting customers with inquiries related to the Metrolink Mobile App and ticket machines.
- Providing a multi-channel service delivery model integrated with Metrolink systems.
- Meeting measurable performance metrics defined in Section 13 of the Scope of Work.
The contractor must ensure high availability, robust security, and strong performance metrics while deploying a multi-channel automation framework for seamless customer interactions.
Period of Performance
The base period of performance is three (3) years with options to renew for two additional one-year periods.
Place of Performance
Services will be performed at the Southern California Regional Rail Authority's Customer Service Center located in Los Angeles County.
Bidder Requirements
Proposers must demonstrate proven experience operating large-scale customer service centers (CSCs), including inbound and outbound support. They should comply with all requirements set forth in the RFP including insurance coverage as detailed in Attachment C – Sample Contract. Proposers are also required to submit a complete proposal that includes technical proposals without pricing information.
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Overview
Opportunity Type
RFP (Request for Proposal)
Opportunity ID
SP645-27
Response Deadline
May 5, 2026
Past Due
Date Posted
March 19, 2026
Source
Pre-Bid Conference
Yes
Est. Value Range
Experimental
$5,000,000 - $15,000,000
(AI estimate)
Agency Distribution
Low
On 3/19/26 Southern California Regional Rail Authority in California issued RFP (Request for Proposal) Call Center Services with ID SP645-27 due 5/5/26.
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Posted documents for Call Center Services
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