External Call Center Services

The Comptroller of Maryland is seeking a high level of customer service support for taxpayer inquiries. The main purpose of this RFI is to identify contractors that are interested in participating and possess the qualifications and services to meet the project objectives. The contractor will be tasked with delivering services such as inbound and outbound taxpayer assistance via phone and email, case management and issue resolution tracking, workforce management and quality assurance, compliance with federal and state data protection standards, and multilingual and accessible taxpayer support. • The contractor should have experience providing call center services for government agencies, tax authorities, or other organizations handling sensitive financial data. • The contractor should have a process for recruiting, training, and managing agents who handle taxpayer inquiries. • The contractor should comply with IRS Publication 1075, NIST 800-53, and other federal/state IT security standards for protecting taxpayer data and PII. • The contractor should have a plan for handling seasonal spikes in call volume. • The contractor should provide standard Service Level Agreements (SLAs) and explain how performance is measured and reported. • The contractor should present pricing models they have worked with in the past.