Customer Care Contact Center Services

Background
The Texas Workforce Commission (TWC) is the state agency responsible for overseeing workforce development services for employers and job seekers in Texas. TWC aims to enhance its existing contact center operations by soliciting responses from qualified respondents to provide auxiliary Customer Care Contact Center (CCCC) Services during periods of heightened call volumes or specific initiatives requiring dedicated services on short notice.

Work Details
The successful respondent(s) will provide auxiliary services including:
1. Provision of trained agents who can handle incoming calls, emails, and other communication channels, adhering to predefined scripts and protocols provided by TWC.
2. Agents must be proficient in English, with bilingual capabilities in Spanish as needed.
3. Regular reporting on key performance indicators (KPIs) related to service quality and customer satisfaction.
4. Ability to rapidly ramp up services within 45 days of receiving a Task Order.
5. Implementation of robust security measures to safeguard customer information.
6. Management of call volumes, ensuring efficient handling and directing callers to appropriate departments as necessary.
7. Compliance with TWC's data privacy and cybersecurity standards throughout the contract term.

Period of Performance
The contract is anticipated to start in September 2025, following the evaluation and negotiation period from May to July 2025.

Place of Performance
Services will be performed primarily in the United States, with a preference for Texas-based agents.

Bidder Requirements
Respondents must comply with various requirements including:
1. Providing background checks for all agents hired under the contract.
2. Ensuring agents have prior customer service experience, preferably in a contact center environment.
3. Adhering to labor laws and regulations governing workforce management practices.
4. Submitting a HUB Subcontracting Plan if applicable, as well as proof of compliance with data security and privacy regulations.