Contact Center Operations

The Centers for Medicare & Medicaid Services (CMS) operates a toll-free, nation-wide, 24x7 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 the same range of services and quality across multiple contact channels such as telephone, email, written correspondence, TDD/TTY, and webchat, enabling multi-channel access.

The primary purpose of the proposed contract is to acquire continued support of CCO operations with an objective of providing customer service functions which efficiently handle and answer inquiries with a high level of service across the United States and its territories. The CCO contractor shall provide accurate and high-quality customer service for all inquiries.

The Contractor shall support multi-channel operations that receive and respond to inquiries, providing information and services through various channels including telephone, mail, TDD/TTY, fax, and web chat. AMENDMENT 1 (6/14/24) See Amendment 1 zip file, which includes:

SF30 (Amendment 1) Solicitation 75FCMC24R0010 (Amendment 1) SOW Attachment 1 - Commincation Channel Volumes (Amendment 1) J-9 Proposal Assumptions (Amendment 1) J-10 Pricing Template (Amendment 1) Questions_Final (Amendment 1)