Inbound and Outbound Call Centre and Technology Support Services

The buyer seeks a single, onshore USA service provider to deliver cost-effective inbound and outbound call centre and IT technology support services offsite. The selected vendor must support agency Call Center and IT Help Desk Operations through a single platform via an agency toll-free number. The scope includes Tier 1 support and escalation to Tier 2 support, handling an estimated 20,000 to 94,000 inbound calls monthly and an average of 4,000 outbound calls monthly. The provider must maintain coverage 365 days a year, operating from 7:00 AM EST to 9:00 PM EST Monday through Friday, and 9:00 AM EST to 5:00 PM EST on weekends and holidays. The agency establishes a five-year contract period and invites digital proposal submissions via email or online to determine the budget. Key dates include a non-mandatory pre-bid meeting on September 29, 2026, and a final deadline for all questions on October 1, 2026.