Call Center and Technical Support Services
Florida Virtual School
Original Solicitation Links
RFP-US.255370
]call center and technology support services
RFP01-270503B01-HLPDKS-XXXXXX
]call center and technology support services
Contact
Submission Instructions
Description
Florida Virtual School is soliciting a single service provider, or multiple providers at its discretion, for remote call center and IT help desk operations. The scope includes inbound and outbound customer interactions, Tier 1 technical and nontechnical support, telephone, chat, and self-service ticket handling, incident logging and escalation to FLVS Tier 2 and Tier 3 personnel, call recording, automated call distribution and interactive voice response capabilities, reporting, quality assurance, customer satisfaction surveys, knowledge-base maintenance, and support for FLVS students, parents, staff, and franchise students. Services must be performed from facilities in the United States, with no offshore resources, and support must be available 365 days per year during specified weekday and weekend hours. The contractor must support substantial seasonal call volumes, provide English- and Spanish-fluent agents, meet defined service levels, complete background screening and training, and achieve a soft launch beginning May 1, 2027, with full go-live no later than June 1, 2027. The response must include a full technical proposal, cost proposal, redacted proposal, proof of financial stability, mandatory certifications and forms, insurance documentation, at least three case studies, three written reference letters from the prior 36 months, cybersecurity and accessibility information including a current VPAT 2.5, and detailed responses to the scope and questionnaire. The contract term is five years with three optional one-year renewals; pricing is primarily requested on a per-contact basis, with no minimum spend guaranteed.
Classification Codes
Smart Codes
Specifications
Timeline
Join ZoomRequirements
- General Liability — $1,000,000.00
- Workers Compensation
- Employer's Liability — $500,000.00
- Automobile Liability — $1,000,000.00
- Professional Liability — $1,000,000.00
- Cyber Liability — $1,000,000.00
- Minimum 3 references
- Within the last 3 years
- Client point of contact required for each reference
Location
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