Contact Center Operations

The Massachusetts Bay Transportation Authority (MBTA) is seeking proposals for Contact Center Operations to provide customer service and support for MBTA riders. The MBTA is transitioning these services from its internal Customer Communications Department as part of a broader plan to improve customer experience, increase efficiency, and enhance complaint resolution. The selected contractor will be responsible for providing inbound telephone, web form, email, and other evolving contact channel services. The initial contract term is three years with two one-year option periods. Proposals are due on January 20, 2017, and the MBTA anticipates awarding the contract on April 1, 2017. The RFP provides details on the MBTA's current contact center operations, including call volumes and operating costs, and outlines the responsibilities of both the MBTA and the selected contractor, including data entry, data security, IT integration, and regulatory compliance.

The RFP does not specify any set-aside designations or restrictions on the types of organizations that can respond. No incumbent vendors or current contractors are listed, but the MBTA requires the selected contractor to integrate with its existing HEAT software system. The MBTA has not provided any details on the anticipated award value or budget range for this contracting opportunity.