Contact Center Operations
Closed Pre-Solicitation Posted
Not the latest version. See the latest solicitation from .
- Solicitation number
- 241315
- Agency
-
Centers for Medicare and Medicaid Services
Department of Health and Human Services
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- PSC
- R499 Support- Professional: Other
- Place of performance
- United States
Notice details come from SAM.gov. Updated .
About this opportunity
The Centers for Medicare & Medicaid Service (CMS) is seeking to award a contract for Contact Center Operations (CCO) to obtain support in responding to inquiries from CMS's customer service population. The contract will cover multi-channel operations that receive and respond to inquiries through telephone, mail, email, TDD/TTY, fax, and web chat. This will be a full and open competition with a transition period plus nine one-year options. The applicable NAICS code is 561422 (Telemarketing Bureaus and Other Contact Centers). A formal solicitation package will be available on or about May 16, 2024.
The contract opportunity is not set-aside for any specific designations. The related Federal Contract Opportunity number is 241315, and the purpose is to obtain contact center operations support for CMS's customer service population. No potential incumbents or current contractors are named, and there are no details provided about award values or budget ranges.
Notice text
The Centers for Medicare & Medicaid Service (CMS) operates a toll-free, nation-wide, 24 x 7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE and the Marketplace (Exchange) call centers (Collectively called Contact Center Operations (CCO)). The operations include offering services across multiple contact channels such as telephone, email, written correspondence, TDD/TTY, and web chat, enabling multi-channel access with a high level of service across the United States and its territories.
The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Operations (CCO). The purpose of this contract is to obtain contact center operations (CCO) support to respond to inquiries from the Centers for Medicare and Medicaid Services’ (CMS’s) customer service population.
Files
| File | Type | Posted |
|---|---|---|
| CCO Synopsis.docx | DOCX document |
Notice history
| Notice | Type | Posted |
|---|---|---|
| Contact Center Operations | Solicitation | |
| This notice | Pre-Solicitation |
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