PBS North Carolina Call Center

The University of North Carolina is requesting proposals for call center staffing services on behalf of PBS North Carolina, with proposals due June 25, 2026 at 10:00 a.m. EDT and written questions due June 12, 2026 at noon EDT. A preference for North Carolina-based call centers or call agents applies.

The scope is staffing call agents to handle approximately 105,000 member calls and voicemails Monday through Friday, 9:00 a.m. to 5:00 p.m. ET. Agents must work within Blackbaud's Raisers Edge NXT, Blackbaud's Luminate Online, and MVault systems to perform account changes, donation processing, cancellations, Passport status lookups, and data entry. The vendor must designate one point-of-contact account representative to meet twice monthly with Development management and provide weekly reporting on calls answered, missed calls, response rates, and tickets resolved. The RFP also requests vendor availability to provide 24-hour staffing for a pledge line focused on new donations and premium gift documentation.

PCI DSS compliance is a core requirement. Vendors must hold current PCI DSS Attestation of Compliance under version 4.0.1 or later and demonstrate years of experience as a PCI-compliant call center. Payment-card data, CVV/CVC codes, and sensitive authentication data must not be stored in recordings, transcripts, voicemails, tickets, or quality-assurance tools; vendors must implement technical controls such as secure IVR, DTMF masking, tokenization, or secure payment links.

Proposals must include organization background, compliance governance structure, security protocols for remote and onsite agents, pre-employment background check standards, role-based training requirements, liability insurance (including cyber liability and technology errors and omissions), disaster recovery and business continuity plans, complete subcontractor inventories, and client references.

The contract term is one year from the effective date with options to extend for two additional two-year periods at the State's discretion. Evaluation criteria include cost efficiency, services offered, team metrics, security and PCI DSS compliance, public media experience, and reference quality. The State reserves the right to request Best and Final Offers and to make partial or multiple awards.