Call/Contact Center Services (BPM052518)

The Department of General Services is issuing a Request for Proposals (RFP) for Statewide Call/Contact Center Services to support various Recipient Agencies across Maryland. The contract scope includes inbound and outbound live operator services, scripted information dissemination, Tier 1 and Tier 2 call handling, and data entry into a contractor-provided Customer Relationship Management (CRM) database. The goal is to enhance customer service support and communication through a statewide contract, and bidders must comply with MBE and VSBE subcontracting goals.