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Multi-Channel Contact Center Operations

Active

Federal

Response Deadline10/26/2026, 05:00:00 PM UTC

Contract Overview

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

AI Contract Overview

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This subcontract for Multi-Channel Contact Center Operations supports prime contractors on OPM BENEFEDS projects. The scope of work involves managing a bilingual English and Spanish customer service environment that handles inquiries through telephone, IVR, email, secure messaging, mail, and TTY/relay. The selected provider will be responsible for staffing, training, case resolution, and quality assurance monitoring to ensure effective managed customer support and the delivery of detailed resolution reports. The project is managed under the Office of Personnel Management, specifically the OPM DC Central Office Contracting, with the place of performance located in Macon. The opportunity is categorized under NAICS code 561422. Interested parties should note the response deadline of October 26, 2026.

General Info

Bilingual contact center operations for OPM BENEFEDS in Macon, due October 26, 2026.

Agency

Office Of Personnel Management → OPM Dc Central Office Contracting

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Macon, GA, USA

Set-Aside

NONE

Documents

This scope was carved out of 24361827S0001 .

The full solicitation package (4 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

Sources Sought / Request for Information — BENEFEDS Federal Benefits Enrollment and Premium Administration Services (Follow-On)

AI Contract Breakdown

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Timeline

PostedOct 7

subcontract

Response DeadlineOct 26

Submission deadline

Response Deadline

10/26/2026, 05:00:00 PM UTCin 19 days

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Organization & Contact Information

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AgencyOffice Of Personnel Management → OPM Dc Central Office Contracting

ContactsNo contacts available

OfficeN/A

Organization / AgencyOffice Of Personnel Management → OPM Dc Central Office Contracting

Office AddressN/A

ContactsNo contact information available

Full Description

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Performs multi-tier customer service for prime contractors on OPM BENEFEDS projects. Manages a bilingual (English/Spanish) multi-channel environment handling inquiries via telephone, IVR, email, secure messaging, mail, and TTY/relay. Provides staffing, training, case resolution, and quality assurance monitoring. Delivers managed customer support services and case resolution reports.

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