MODIFICATION
R -- Contact Center Operations
- Notice Date
- 5/16/2024 12:00:59 PM
- Notice Type
- Solicitation
- NAICS
- 561422
— Telemarketing Bureaus and Other Contact Centers
- Contracting Office
- OFC OF ACQUISITION AND GRANTS MGMT BALTIMORE MD 21244 USA
- ZIP Code
- 21244
- Solicitation Number
- 75FCMC24R0010
- Response Due
- 6/28/2024 8:00:00 AM
- Archive Date
- 07/13/2024
- Point of Contact
- Brian Humes, Phone: 4107868898, Deborah S. Lester, Phone: 4107865136
- E-Mail Address
-
brian.humes@cms.hhs.gov, deborah.lester@cms.hhs.gov
(brian.humes@cms.hhs.gov, deborah.lester@cms.hhs.gov)
- Description
- The Centers for Medicare & Medicaid Services (CMS) operates a toll-free, nation-wide, 24x7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE and the Marketplace (Exchange) call centers (Collectively called Contact Center Operations (CCO)). The operations include offering the same range of services and quality across multiple contact channels such as telephone, email, written correspondence, TDD/TTY, and webchat, enabling multi-channel access. The primary purpose of the proposed contract is to acquire continued support of CCO operations with an objective of providing customer service functions which efficiently handle and answer inquiries with a high level of service across the United States and its territories. The CCO contractor shall provide accurate and high-quality customer service for all inquiries.� The Contractor shall support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, TDD/TTY, fax, and web chat.�
- Web Link
-
SAM.gov Permalink
(https://sam.gov/opp/10111e39881e48178788aaea02880914/view)
- Place of Performance
- Address: USA
- Country: USA
- Country: USA
- Record
- SN07066333-F 20240518/240516230048 (samdaily.us)
- Source
-
SAM.gov Link to This Notice
(may not be valid after Archive Date)
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