Call Centre Services

The buyer seeks a vendor to provide Call Centre Services to staff and train customer service representatives and supporting staff, and to operate two contact centres. The requested scope includes handling inbound calls, outbound calls, emails, and web chat. The contractor must respond to inquiries from 8:00 a.m. to 8:00 p.m. Monday through Friday, and 10:00 a.m. to 5:00 p.m. on Saturdays as needed during open enrolment, with extended hours on deadline days, Sundays, and holidays. Outside open enrolment, the contractor must operate from 8:00 a.m. to 6:00 p.m. Monday through Friday. The buyer utilizes an ecosystem of cloud-based tools including Enrol App, CRM, Multi-Factor Authentication, CCaaS, and Artificial Intelligence. The buyer limits eligibility to USA organizations only. Bidders will perform the work offsite and can submit responses digitally via email or online. The buyer requests proposals for the budget and will hold a pre-bid meeting on September 11, 2026.