Aging and Disability Services Call Center Services
San Mateo County > San Mateo County Health > Aging and Disability Services
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Submission Instructions
Description
San Mateo County Aging and Disability Services is soliciting proposals for professional call center services supporting inbound and outbound communications. The contractor must provide continuous 24-hour, seven-day coverage, including after-hours, weekends, holidays, and regular-business-hour overflow; accurately receive and relay messages; handle urgent and potentially emergent calls; support English and Spanish at minimum; accept relay calls; and follow approved scripts and escalation procedures. The contractor must provide a reliable call center platform with call routing, queue management, recording where legally permitted, monitoring, reporting, security safeguards, HIPAA compliance where applicable, business continuity, and disaster recovery capabilities. Required services also include staffing, training, quality assurance, monthly operational reporting, customer satisfaction measurement, implementation and testing, go-live support, and performance standards such as high uptime, timely call answering, complete message transmission, and customer satisfaction of at least 90%. Proposals must address the technical approach, technology and AI capabilities, reporting, quality assurance, implementation, performance measures, pricing, innovations, firm and team qualifications, similar projects, and references.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Minimum 3 references
- Client point of contact required for each reference
Location
Documents
| Title | Date Posted |
|---|---|
| rfp081826w | Aug 18, 2026 11:05 AM |
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