Comprehensive Call Center Management Services
- This RFP has a location requirement.
The University is seeking to outsource its call center/help desk functions by partnering with a vendor with a scalable business model that focuses on timely responsiveness, outreach, world class customer service and a quality assurance methodology that results in increased caller satisfaction. The university’s objective is to identify an external call center to handle inbound and outbound communications for callers contacting the University. The call center must be located in the State of Maryland. The Contractor will be responsible for the day to day operations of the call center/help desk, including but not limited to, the hiring, training, and management of the call center staff. UMUC will consider all viable proposals, including but not limited to, a) vendor owned or leased building or b) University owned or leased building. The Call Center/Help Desk is to be operated on a Management Fee basis whereby the Contractor will be reimbursed by UMUC for all operating costs and expenses for facilities, staff, etc. and will also be paid a professional services or management fee
Addendum: http://www.umuc.edu/procurement/bids/90940/APPENDIX-A.doc
