Call Center Services

The agency is seeking call center services to provide continuous, live, inbound telephone answering and message-relay services. This includes handling calls during specific weekday evening and overnight hours, 24 hours a day on weekends, and 24 hours a day on county-observed holidays. The service must route calls to toll-free numbers provided by the contractor and maintain system redundancy for uninterrupted operational availability. The contractor's platform must maintain an active database of recent citizen calls. Automated interactive voice response (IVR) platforms or digital greeting menus are strictly prohibited, and calls must be answered promptly, within three telephone rings. All inbound and outbound communications handled must be digitally recorded. The contract period will be for three years. Eligibility requires the organization to be onshore, within the USA. Performance of the work will be offsite. The agency is looking for proposals.