J-4 Statement of Work (SOW).zip

This document is a Statement of Work (SOW) related to the federal contract opportunity for Contact Center Operations solicitation number 75FCMC24R0010. The Centers for Medicare & Medicaid Services (CMS) is seeking to acquire continued support for its nationwide, 24/7 contact center operations, which handle inquiries through various channels including telephone, mail, TDD/TTY, fax, and web chat. The primary objective is to provide high-quality customer service in an efficient manner across the United States and its territories. The SOW outlines the requirements for the contractor to support multi-channel contact center operations, including handling and responding to inquiries, and providing accurate and high-quality information and services. The contract is being competed, and this SOW provides details on the scope of work, performance requirements, and other key aspects of the solicitation.