SOW Attachment 1- CTC Library of Documents.zip

This document outlines a federal contract opportunity for contact center training and content support services. The Centers for Medicare and Medicaid Services seeks a contractor to develop and maintain training and content solutions for customer service representatives within its Contact Center Operations call center. In 2019, the call center handled over 42 million phone calls for the Medicare and Marketplace programs. The selected contractor will create complete, accurate, and consistent training and content materials across all contact center channels to help customer service representatives respond to inquiries about healthcare benefits, health plan options, and enrollment. This will be a full and open competition set aside for small business concerns. The base period of performance is one year with four optional one-year extensions. The applicable North American Industry Classification System code is 541611 for administrative management and general consulting services up to $16.5 million in average annual receipts.