CC-3878 - USA (Washington, DC) - Call Centre Services - Deadline September 22,2026

(1) Vendor needs to provide Call Centre Services to staff and train customer service representatives, supporting staff, and operate two contact centres.– A contact includes inbound calls, outbound calls, emails, and web chat.– During the open enrolment period, the contractor shall receive and respond to inquiries from 8:00 a.m. to 8:00 p.m., Monday to Friday, and Saturday as needed from 10:00 a.m. to 5:00 p.m. excluding holidays. – During deadline days, there will be extended hours as needed. – There may also be extended hours on Sundays and/or holidays in the days approaching deadlines during this period.– During any non–open enrolment period, the contractor shall receive and respond to inquiries from 8:00 a.m. to 6:00 p.m., Monday to Friday.– Developed an ecosystem of cloud–based tools to facilitate Exchange enrolment. – The primary Exchange systems:– Enrol App.– Customer relationship management (CRM).– Multi–Factor Authentication.– Contact Centre as a Service tool (CCaaS).– Use of Artificial Intelligence.(2) Pre–bid meeting will be held on September 11, 2026.