This Sources Sought opportunity was posted on April 14, 2011. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Contact Center Operations

Closed

HHS-CMS-DBSC-SS-11-021Federal

Submission Closed05/09/2011, 07:00:00 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

New

SLED

HHS Employee Service Center Call Center OperationsThe HHS Employee Service Center Call Center Operations is a subcontract for the Texas Health and Human Services Commission to operate a branded customer service center. The provider will deliver first-tier support for payroll, HR, and leave inquiries, operating Monday through Friday from 7:00 AM to 7:00 PM CT. The scope of work includes managing call center operations and employee support while utilizing CRM, IVR, and telephony systems to route complex issues to HR specialists. The contractor must adhere to strict Service Level Agreements regarding response times to ensure efficient service delivery. This opportunity falls under NAICS code 561422, with a response deadline set for November 30, 2026.

Health and Human Services Commission

POSTED

DEADLINE

Banking Customer Service Support ServicesThis subcontract for Banking Customer Service Support Services provides specialized customer service capabilities for prime contractors working on State University of New York Stony Brook banking projects. The scope of work includes managing university-specific banking inquiries, troubleshooting account issues, and maintaining service protocols through the use of secure communication portals and CRM software. The primary objective is to deliver ongoing support and enhance service capability metrics. Compliance is a critical component of the contract, requiring strict adherence to New York State Banking Laws and the completion of GLBA privacy training. Interested parties should note that the response deadline is December 8, 2026, and the project falls under NAICS code 561422.

State University of New York

POSTED

DEADLINE

Commissary Help Desk and Support ServicesThe Commissary Help Desk and Support Services subcontract involves operating a dedicated customer support center for prime contractors working on New York City Department of Correction commissary projects. The service provider is responsible for managing inquiries from persons in charge and families, maintaining operational hours of 16 hours a day, five days a week. Key duties include researching and resolving grievances related to missing or incorrect items, supporting the family purchasing program, and delivering detailed operational logs and grievance reports. This opportunity is categorized under NAICS code 561422 and is performed within New York City. The solicitation was posted on October 20, 2026, with a response deadline of December 7, 2026. Interested parties can find further details through the New York City Passport portal.

Department Of Correction

POSTED

DEADLINE

Visual Interpretation Agent ServicesThis subcontract for Visual Interpretation Agent Services supports prime contractors on MBTA rapid-transit projects in Boston, Massachusetts. The selected provider will deliver live, smartphone-based visual interpretation and wayfinding assistance to blind and low-vision riders by answering incoming video calls and providing real-time descriptions of their environments. Qualified agents must possess bilingual proficiency in English and Spanish and successfully complete MBTA-specific training. In addition to providing real-time interpretation services, the contractor is responsible for delivering monthly performance data reports. The response deadline for this opportunity is November 20, 2026.

MBTA - Massachusetts Bay Transportation Authority

POSTED

DEADLINE

Non-Clinical Call Center OperationsThis subcontract for Non-Clinical Call Center Operations supports prime contractors serving Cook County Health pharmacy projects in Illinois. The selected provider will deliver managed call center agent services to handle 24/7 inbound and outbound call volumes, focusing on general member services and non-clinical patient inquiries. A critical requirement of the engagement is the strict maintenance of HIPAA compliance to ensure the secure handling of all patient data. Interested parties should note the response deadline of November 20, 2026, for this opportunity categorized under NAICS code 561422.

POSTED

DEADLINE

Request For Proposal Call Center Services for Central Fill Pharmacy

Solicitation # H26-25-037

Cook County Health is soliciting proposals under solicitation number H26-25-037 for comprehensive call center services to support its Central Fill and Mail Order Pharmacy operations. The selected vendor will provide 24/7 inbound and outbound support, including customer service, patient engagement, and care coordination, utilizing credentialed licensed pharmacists and certified pharmacy technicians. Performance is measured by strict service levels, requiring 90% of calls to be answered within 30 seconds and a call abandonment rate not exceeding 5%. The contract allows for an initial term with the possibility of two successive 12-month renewal periods, provided there is written agreement 120 days prior to expiration. Proposals will be evaluated based on technical qualifications, pricing, responsiveness, and MBE/WBE participation, with the potential for shortlisted vendors to provide presentations or demonstrations. Required submission documents include a one-page cover letter, an executive summary with an organizational chart, a detailed implementation plan, and an Economic Disclosure Statement. Pricing must be submitted separately and cover operations, member services, clinical support, reporting, and implementation. The vendor must comply with Cook County Living Wage and prevailing wage requirements, maintain strict HIPAA and cybersecurity standards, and submit to audits by Cook County Health or relevant government agencies. Payment terms are Net 45 days following the receipt of a compliant invoice.

POSTED

DEADLINE

Member Trip Scheduling and Call Center ServicesThis subcontract for Member Trip Scheduling and Call Center Services supports prime contractors on Louisiana Department of Health Medicaid projects. The selected provider will manage member intake and trip scheduling through a dedicated call center, coordinating medical appointments and resolving member escalations. To ensure operational success, the contractor must utilize VoIP infrastructure and employ agents who are fully HIPAA-trained. The project is administered by the State of Louisiana under NAICS code 561422. Interested parties must submit their responses by the deadline of November 24, 2026. The primary deliverables include the successful scheduling of member trips and the efficient resolution of all member inquiries.

POSTED

DEADLINE

Member Coordination and Scheduling SupportThis subcontract for Member Coordination and Scheduling Support involves providing essential operational services for prime contractors working on Louisiana Department of Health Medicaid projects. The selected provider will manage call center operations focused on trip requests, appointment confirmations, and no-show management. To ensure compliance and operational efficiency, the contractor must maintain CRM and IVR infrastructure and ensure all staff complete mandatory HIPAA training. Key deliverables include the provision of detailed scheduled trip logs and comprehensive member communication records. Interested parties should note that the response deadline for this opportunity is November 24, 2026, at 4:00 PM. The project falls under NAICS code 561422 and is managed through the Louisiana Procurement office.

POSTED

DEADLINE

Call Center & Multilingual Support ServicesThis subcontract for Call Center and Multilingual Support Services involves providing specialized operational support for the Alabama Department of Public Health vital records projects. The selected provider will work under prime contractors to manage a dedicated toll-free number and handle the processing of records requests via telephone and fax. To ensure accessibility, services must be delivered in both English and Spanish. The call center is required to operate from 7:00 a.m. to 7:00 p.m. CST on all state business days. This engagement falls under NAICS code 561422 and is focused on the delivery of efficient operational call center services and the accurate processing of vital records requests for the state of Alabama.

Alabama Department of Public Health

POSTED

DEADLINE

MDE Appointment Scheduling and Claimant NotificationThe MDE Appointment Scheduling and Claimant Notification subcontract supports prime contractors on Department of Veterans Affairs projects, specifically for the Sac Frederick office. The selected provider will be responsible for managing telephone access for scheduling, issuing notification letters to claimants within a strict 24-hour window, and maintaining call recordings for audit purposes. Key deliverables include the scheduled appointments, the notification letters, and the associated call recordings. Due to the nature of the work, the contractor must ensure full HIPAA compliance and undergo VA personnel vetting. This opportunity falls under NAICS code 561422, with a response deadline set for October 26, 2026.

Sac Frederick (36C10X)

POSTED

DEADLINE

24/7 Call Center and Dispatch OperationsThis subcontract for 24/7 Call Center and Dispatch Operations supports prime contractors on Housing Authority of the City of Los Angeles projects. The selected provider will be responsible for continuous live answering services, entering work order data into HACLA systems, and managing the dispatch of after-hours emergency work orders for residents. To qualify, the contractor must possess professional call center telephony systems and maintain cybersecurity insurance. The project is based in Los Angeles, California, under NAICS code 561422, with a response deadline set for November 12, 2026.

POSTED

DEADLINE

Out-of-Hours Emergency Repairs Call Handling ServicesThis subcontract for Connexus Homes Limited involves the provision of professional out-of-hours emergency repairs call handling and triage services for social housing projects. The selected provider will be responsible for managing incoming emergency requests during non-business hours, assessing the urgency of each call based on established protocols, and dispatching the necessary requests to internal teams or third-party contractors. To qualify, providers must possess the required call center infrastructure and demonstrate proven experience within the UK social housing sector. The contract requires the delivery of a fully operational service available 24 hours a day, 365 days a year. Interested parties must submit their responses by November 6, 2026, at 12:00 PM. This opportunity is categorized under NAICS code 561422 and is focused on ensuring seamless emergency response and dispatch management for prime contractors working with the agency.

Connexus Homes Limited

POSTED

9 days ago

DEADLINE

in 15 days

General Info

Agency

N/A

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Not specified

Set-Aside

NONE

Documents

No documents available

Documents will appear here when they are available.

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Timeline

1 update

PhaseClosed

PostedApr 1

Sources Sought

Notice updatedApr 14

NAICS code changed from 561421 to 561422. The notice description changed.

Response DeadlineMay 9

Deadline has passed

Submission Closed

05/09/2011, 07:00:00 PM UTC

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Organization & Contact Information

AgencyN/A

Contacts2 people available

OfficeN/A

Organization / Agency

N/A

Office AddressN/A

Contacts

Deborah S. LesterContract Specialist

contact@example.gov

+1 (555) 000-0000

Debra T HoffmanContracting Officer

contact@example.gov

+1 (555) 000-0000

Full Description

See Attached Package. Amendment: The NAICS code for this requirement has been changed from 561421 to 561422. For purposes of this sources sought, CMS will consider submisisons from small businesses under both codes.

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