CC-3845 - USA (Michigan) - 24x7x7365 Inbound and Outbound Call Center Support Services - Deadline August 14,2026

(1) Vendor needs to provide 24x7x7365 inbound and outbound call center support services.• Provide Call Center Support Services 24 hours a day, 365 days a year to supplement agency existing call center.  • Services requested will be primarily after hours, weekends and holidays however during high call volume periods, such as during service outages the Supplier shall provide on–demand call support as required.• Handle and route on–demand incoming calls burstable up to 1,000 calls simultaneously  • Receive customer information regarding Disconnect for Non–Pay (DNP) to determine if callers are shut off for non–payment vs. an actual utility outage• Inbound, Outbound, transfers, message recovery, notifications, message handling (Price Per Call).• Route calls to agency on–call staff or other services such as 24–hour operations center, outage line, payment line, or to the Call Center queue.• Handle all calls in an accurate and timely manner.  (2) All questions must be submitted no later than August 11 2026.(3) The contract period will be for three years.