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Contact Center Managed Services (Operational Staffing)

Active

State & Local

Response Deadline01/08/2027, 08:30:00 PM UTC

Contract Overview

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

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This subcontract for Contact Center Managed Services involves providing full-scale operational staffing to support prime contractors on projects for the Kentucky Cabinet for Health and Family Services. The scope of work includes managing daily contact center operations and handling incidents for the Department for Community Based Services, Department of Medical Services, and Department for Public Health programs. To ensure service quality, the provider must perform quality assurance by reviewing at least 5% of all contacts and utilizing the CHFS Web Portals and KYID Helpdesk application. Key deliverables for this engagement include the delivery of managed call center operations, detailed staffing reports, and comprehensive quality assurance logs. The contract is categorized under NAICS code 561422 and is associated with the state of Kentucky. Interested parties should note the response deadline of January 8, 2027.

General Info

Agency

Kentucky → Frankfort, KY

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Other, KY, USA

Set-Aside

NONE

Documents

This scope was carved out of RFP 758 2700000097.

The full solicitation package (14 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

RFP-758-2700000097-1 | Contact Center as a Service RFP

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Timeline

PostedOct 1

subcontract

Response DeadlineJan 8

Submission deadline

Response Deadline

01/08/2027, 08:30:00 PM UTCin 3 months

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Organization & Contact Information

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AgencyKentucky → Frankfort, KY

ContactsNo contacts available

OfficeN/A

Organization / AgencyKentucky → Frankfort, KY

Office AddressN/A

ContactsNo contact information available

Full Description

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Performs full-scale contact center operations for prime contractors on Kentucky Cabinet for Health and Family Services (CHFS) projects. Manages daily operations, handles incidents for DCBS, DMS, and DPH programs, and performs quality assurance by reviewing at least 5% of contacts. Utilizes CHFS Web Portals and KYID Helpdesk application. Delivers managed call center operations, staffing reports, and QA logs.

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