CC-3785 - USA (New York) - 24x7x365 Outsourced Contact Centre Services - Deadline July 2,2026

(1) Vendor needs to provide 24x7x365 outsourced contact centre services.• Handles millions of public interactions annually and the contractor will be responsible for supporting this mission–critical operation through robust staffing, seamless technology integration, and consistent service excellence.• The core function of the contact centre is to handle incoming inquiries from the public through multiple channels primarily voice and SMS with potential for future expansion to assisted chat and other emerging platforms.• Respond to public inquiries and provide accurate information.• Log service requests using the city’s CRM.• Refer contacts to appropriate city agencies, services, or external resources.• Record all call metadata, dispositions, and comments accurately in the CRM.• On average, agents receive five million calls per year, with an average handle time of 360 seconds. The contractor must have capacity to handle 50% of the total annual calls and be able to expand capacity to handle many calls during declared emergency events.• Live support across voice, SMS or other channels specific to the program, and optionally an enterprise–level solution for other city agencies and entities.• Operational programs and support functions such as outbound campaigns, scheduling, claims and order processing, and emergency transportation coordination.• Weekdays from 10 a.m. to 2 p.m. are the highest demand hours and account for as much as 30% to 40% of weekday call volume.(2) All question must be submitted no later than June 10, 2026.(3) A contract period will be for five years.