# Contact Center Operations

Canonical: https://abierto.us/opportunities/241315

- Solicitation number: 241315
- Notice type: Presolicitation
- Status: Closed. Deadline was May 16, 2024 at 11:00 AM EDT
- Department: Department of Health and Human Services
- Agency: Centers for Medicare and Medicaid Services
- Contracting office: Ofc of Acquisition and Grants MGMT (75FCMC)
- NAICS: 561422 Telemarketing Bureaus and Other Contact Centers
- Product or service code: R499 Other Professional Services
- First posted: May 1, 2024
- Last posted: May 1, 2024
- SAM.gov: https://sam.gov/workspace/contract/opp/a43c2a0f7e7648d999a5e4c83c954790/view

## Description

The Centers for Medicare & Medicaid Service (CMS) operates a toll-free, nation-wide, 24 x 7 contact center with multiple sites to provide customer service and address inquiries, which includes 1-800 MEDICARE and the Marketplace (Exchange) call centers (Collectively called Contact Center Operations (CCO)).

The operations include offering services across multiple contact channels such as telephone, email, written correspondence, TDD/TTY, and web chat, enabling multi-channel access with a high level of service across the United States and its territories. The Centers for Medicare and Medicaid Services (CMS) intends to award a contract for Contact Center Operations (CCO).

The purpose of this contract is to obtain contact center operations (CCO) support to respond to inquiries from the Centers for Medicare and Medicaid Services’ (CMS’s) customer service population.

## Publications

- May 1, 2024: Presolicitation, due May 16, 2024 at 11:00 AM EDT. Notice a43c2a0f7e7648d999a5e4c83c954790. https://sam.gov/workspace/contract/opp/a43c2a0f7e7648d999a5e4c83c954790/view

## Points of contact

- Brian Humes, brian.humes@cms.hhs.gov, 4107868898
- Deborah S. Lester, deborah.lester@cms.hhs.gov, 4107865136

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Source: SAM.gov Contract Opportunities bulk extract. Confirm deadlines on SAM.gov before responding. Cite https://abierto.us/opportunities/241315.