USAC released an RFP seeking a contractor to provide call center support for both the E-rate program and for the Rural Health Care Program. The contractor should have the potential to provide call center support for additional Universal Service programs as well.
USAC business objectives for this RFP are to:
- Improve operational performance with a focus on first contact resolution and a high accuracy rate in providing accurate and timely program guidance;
- Partner with the vendor to strategize areas for improvement and cost reductions;
- Gain proactive insights regarding program participation and training and outreach needs through timely reporting, trends and findings. For purposes of this solicitation, the work will focus solely on customer
The RFP response is due on September 21, 2017 and the RFP can be viewed here.
