The vendor required to provide call center services to support transportation operations, customer service, and communication with parents, guardians, staff, and community stakeholders.
- Provide inbound and outbound call center services including, but not limited to:
• Handling transportation-related inquiries
• Responding to service delays, route changes, and emergency situations
• Escalating issues in accordance with county transportation protocols
• Providing accurate and consistent information to callers
• Properly documenting calls, actions taken, and outcomes
- Hours of operation and staffing
• Provide coverage during regular school days and periods of peak demand
• Vendor must demonstrate the ability to scale staffing during:
o Weather events
o School delays or cancellations
o Start of school year
o Transportation emergencies
- Technology and call handling
• Reliable call routing and queue management systems
• Call tracking and reporting tools
• Secure data handling and system redundancy
• Call recording capability
- Call recording, quality assurance and weekly calibration
1. Call recording capability
• Recordings must be securely stored for a minimum of 180 days
• Recordings must be retrievable and accessible to authorized county transportation staff upon request
• Comply with all applicable federal, state, and local call-recording and data-privacy laws
• Call-recording technology, access controls, and retention policies in the proposal
2. Weekly call calibration meetings
• Review a representative sample of recorded calls
• Evaluate:
o Accuracy of information provided
o Professionalism and customer service tone
o Adherence to scripts, protocols, and escalation procedures
o Proper documentation and issue resolution
• Identify trends, recurring issues, and training gaps
• Ensure alignment with county transportation expectations
3. Quality scoring, documentation and corrective action
• Vendor must utilize a standardized call quality scoring rubric
• Results must be documented and shared with county transportation
• Documentation must include:
o Calls reviewed
o Quality scores
o Deficiencies identified
o Corrective actions and retraining plans
• Repeated deficiencies may require a formal corrective action plan
4. Training and continuous improvement
• New-hire onboarding
• Ongoing agent training
• Script and workflow updates.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: January 23, 2026
