Outsourced Contact Center - Temporary Surge Support

The Federal Emergency Management Agency (FEMA) is seeking information from potential contractors to provide a fully managed and scalable contact center for surge disaster activity support. The contact center should be able to accurately and efficiently route and process fluctuating applicant call volume, including data entry for individuals in direct support of disaster efforts. The contractor should be able to "ramp up" and staff a contact center quickly, utilizing U.S. citizens only, and provide bilingual agents in English and Spanish. The contractor should also have a process for providing "cleared" staff with a Minimum Background Investigation (MBI) or higher. Some key requirements for the contact center include: • Ability to recruit and support a teleworking/work-from-home model • Ability to provide real-time operational metrics and reporting capabilities • Ability to provide training to contact center staff • Ability to maintain a readiness capability for quick ramp-up for surge operations • FedRamp-approved telephony routing system or supporting software The contractor should submit their response electronically, including a cover page, contractor capability statement, and responses to the RFI questions. The response should not exceed 10 pages in length, including images, data displays, charts, graphs, and tables.