RFR 16-18 contact center operations: the mbta customer service contact center

The Massachusetts Bay Transportation Authority (MBTA) is seeking proposals through Request for Response (RFR) No. 16-18 for a contractor to provide full-service contact center operations for the MBTA's customer service call center. The selected contractor will be responsible for staffing the contact center with trained personnel, providing services in multiple languages, meeting service level agreements, integrating with MBTA systems, and providing reporting capabilities. Key deliverables include answering calls, emails, and web forms, performing proper data entry, and adhering to quality standards and performance metrics. The contract term is up to 5 years with two 1-year option periods. Proposals are due by March 23, 2018 at 12:00 pm local time.

The RFR does not specify any set-aside designations or restrictions on the types of organizations that can respond. The current vendor for the $1.1 million per year contract is reportedly satisfactory, and the MBTA plans to conduct 200 customer contact quality reviews per month as part of the performance management process. The MBTA will evaluate proposals based on the bidder's experience, financial capability, understanding of the project, and technical approach, and reserves the right to award more, fewer, or no contracts based on the responses received.