Call/Contact Center Services

Background
The State of Maryland, through the Department of General Services, Office of State Procurement (DGS-OSP), is issuing this Request for Proposals (RFP) for Statewide Call/Contact Center Services.

The goal of this contract is to provide high-quality customer service support across various state agencies, enabling them to effectively communicate with and assist over one million customers annually.

The contract aims to enhance the efficiency and effectiveness of responses to customer inquiries while maintaining a high standard of service quality.

Work Details
The Contractor will provide comprehensive Call/Contact Center Services, including:
1. Inbound and Outbound Live Operator Services;
2. Scripted Information Dissemination;
3. Data Entry into a Customer Relationship Management (CRM) Database;
4. Mailing and Fulfillment Services;
5. Multilingual Services;
6. Voicemail;
7. Automatic Call Distributor (ACD);
8. Interactive Voice Response (IVR);
9. Email Correspondence;
10. Call Center Overflow Capabilities;
11. Handling Surveys & Questionnaires.

The Contractor must manage inbound calls, perform Tier 1 and Tier 2 support, ensure call resolution rates exceed 85%, maintain an abandonment rate below 5%, and provide a web-based CRM system for tracking customer interactions.

Period of Performance
The contract duration is five years with one two-year renewal option, including a transition period of 180 days.

Place of Performance
Services will be provided as proposed by the Offeror, with potential locations throughout the State of Maryland.

Bidder Requirements
Offerors must demonstrate the ability to meet all requirements outlined in the RFP without any minimum qualifications specified for bidders.

Additionally, there are MBE subcontracting goals set at 20% and VSBE goals at 5%. Offerors are encouraged to describe innovative services and technologies in their proposals.