CC-3852 - USA (California) - 24 X 7 Call Center Services - Deadline September 18,2026

(1) Vendor needs to provide call center services for inbound and outbound communications, including after–hours, weekend, holiday, and business hour overflow coverage, as required by the County.A. Call Handling– Manage inbound and outbound calls, including, but not limited to, general inquiries, service requests, follow–up communications, and other call types identified by the County.– Answer all calls in a timely, courteous, and professional manner consistent with County–approved service standards.– Provide after–hours, weekend, holiday, and overflow call coverage as required by the County.– Provide multilingual support at a minimum in English and Spanish; Contractor should maintain and implement a language access plan to support participants with language needs beyond English and Spanish– Ensure call center personnel are trained to handle a range of call types, including customer service inquiries, urgent situations, confidentiality requirements, and County–specific procedures.B. Technology and Infrastructure– Utilize a reliable call center platform that supports call routing, queue management, call recording where permitted by law, and real–time operational monitoring.– Maintain systems and infrastructure sufficient to support continuous, dependable, and secure call center operations.C. Reporting and Analytic– Provide detailed monthly reports that include, at a minimum, call volume, call types, response times, escalation activity, disposition or resolution information, and customer satisfaction information.D. Security and Compliance– Implement administrative, technical, and physical safeguards to protect confidential, sensitive, and protected information.(2) All the questions must be submitted no later than September 11, 2026.(3) A Pre–bid meeting will be held on August 27, 2026.