This Government Contract opportunity from North Carolina was posted on June 4, 2026. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Call Center Agent Staffing – Tier 1 Support

Closed

State & Local

Submission Closed06/25/2026, 03:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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NAICS: 561422

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Solicitation # DOC844161

Solicitation Doc844161 is a request for proposals from the District of Columbia Health Benefit Exchange Authority (DCHBX) for a fixed-price contractor to staff, train, and manage customer service representatives for two contact centers: the DC Health Link/Exchange and the Massachusetts Health Connector for Business (MA SHOP). The contract includes a base period starting October 1, 2027, with option years extending through September 30, 2032. The selected contractor will be responsible for delivering a variety of project management and operational deliverables, including transition plans, standard operating procedures, and quality assurance plans, while adhering to strict performance metrics and service level agreements. Failure to meet targets for call abandonment rates, average handle time, and response times may result in liquidated damages. The contract imposes rigorous compliance and reporting requirements, particularly regarding data privacy and local workforce development. Contractors must adhere to the Exchange Privacy and Security Compliance Addendum, which mandates strict handling of personally identifiable information and requires reporting of potential security incidents within one hour. Additionally, the contractor must comply with District of Columbia local hiring laws, including the First Source Employment Agreement and a 51 percent resident hiring goal. Other key requirements include adherence to the DC Living Wage Act, SBE subcontracting goals of 35 percent for projects over 250,000 dollars, and the submission of comprehensive EEO and tax certifications. Performance will be monitored through monthly key performance indicators and evaluated using a standardized past performance rating scale.

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11 days ago

DEADLINE

in 10 days

AI Contract Overview

This contract involves providing trained call center agents to support PBS North Carolina by handling inbound calls related to donor support, membership services, and public inquiries. The scope of work includes not only customer interaction but also accurate data entry and adherence to payment security compliance standards, ensuring secure handling of sensitive information. The contract is for Tier 1 support, indicating entry-level or initial customer service engagement. The solicitation was posted on June 4, 2026, with responses due by June 25, 2026, and falls under the NAICS code 561422, which pertains to telemarketing bureaus and other contact center services. The contract is a subcontract managed by the University of North Carolina System Office. Although specific location details are not provided, the services will be performed under the auspices of North Carolina’s headquarters. This opportunity aims to enhance PBS North Carolina’s customer service operations through trained professionals capable of maintaining high standards of service and compliance.

General Info

Provide trained call center agents for PBS North Carolina, handling calls, data entry, and payment security compliance.

Agency

North Carolina → Unc - System Office

NAICS

561422 - Telemarketing Bureaus and Other Contact CentersView NAICS

Place of Performance

NC, USA

Set-Aside

NONE

Documents

This scope was carved out of 68-SOCC0626.

The full solicitation package (3 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

PBS North Carolina Call Center

AI Contract Breakdown

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No contract breakdown available.

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Timeline

PhaseClosed

PostedJun 4

subcontract

Response DeadlineJun 25

Deadline has passed

Submission Closed

06/25/2026, 03:00:00 PM UTC

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Organization & Contact Information

AgencyNorth Carolina → Unc - System Office

ContactsNo contacts available

OfficeN/A

Organization / Agency

North Carolina → Unc - System Office

Office AddressN/A

ContactsNo contact information available

Full Description

Provide trained call center agents to handle inbound calls for PBS North Carolina, including donor support, membership services, and public inquiries. Work includes data entry, customer service, and compliance with payment security standards.

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