USA (Nebraska) Child Support Enforcement (CSE) Customer Call Center services

The agency is seeking proposals for child support enforcement customer call center services. The agency requires a strategy for managing and operating a centralized call center, including answering and responding to all incoming calls, providing accurate information based on provided desk guides and procedures, and conducting necessary follow-up on all calls. The call center must be staffed with a minimum of fourteen (14) full-time customer service representatives and provide multi-lingual support through telephonic interpretation services. The call center handles approximately 1,000 calls on peak days, which are Monday and the day after a holiday. The agency receives approximately 35,000 calls per quarter, with an average call duration of 4 minutes or less. The selected vendor will utilize the computer systems, telephony infrastructure, and voice response unit (VRU) provided by the agency. Performance of the work will be offsite. Bidders must be a USA organization only. The contract period will be for four years. All questions must be submitted no later than July 21, 2026. The agency is looking for proposals.