CC-3843 - USA (California) - 24x7 Collections, Chat and Call Center Services - Deadline August 20,2026

(1) Vendor needs to provide collections, chat and call center services.                           – For a pre–collections and collections service, chat service, and call center that supports quality customer service and is compatible with our business model, including knowledge management, professional communication, material recovery, an ability for immediate changes and updates, clear escalation policies, data analytics, metrics and extended hours of support, and is compliant with all infotech security measures.– The Contractor shall answer incoming customer inquiries and carry out pre–collection and collection duties.– Agency will forward appropriate customer–based phone calls to the Contractor and embed necessary software onto the agency website in order for customers to direct live–chat messages to the Contractor.– Average time to answer incoming agency customer phone calls and online chats will be twenty seconds or less during the service hours.• Monday through Thursday 09:00 A.M. PST through 08:00 P.M. PST• Friday, Saturday, and Sunday 09:00 A.M. PST through 06:00 P.M. PST• Service hours subject to change due to the business needs.– Call and chat time may vary(2) All questions must be submitted no later than August 13, 2026.