NIH RFQ: Emergency Call Center

Notice ID: RFQ1482149

The NIH Call Center Services team provides telephone support and related services to all institutes of the NIH research community. The team develops and employs call center “best practices” which improve communications with high-level government officials, medical professionals, and the public at large. The contractor shall provide the following:

  • Qualified personnel to receive and initiate telephone calls, activate pages and make overhead paging announcements
  • Management and supervisory staff
  • Updating of databases/systems

Operational and quality assurance reports

  • Training and coaching for staff and other appropriate personnel
  • Basic problem identification and resolution of equipment and software problems

Task Areas: Specific Requirements

  • Task Area 1 – Call Center Staffing
    • Hours of operation, Staffing, Training, Quality Assurance
    • Provide Call Related Services
    • Reporting Requirements
    • Data Maintenance
  • Task Area 2– Informational Tier 1 Call Center support (Optional)

Program Management Functional Area Descriptions:

  • Program Management. This function articulates the various routine contract reporting requirements, as well as the optional Phase Out plan, which is required in the event the incumbent does not win the re-compete of this contract.

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