Request for Proposal for Call Center Services

The County of San Mateo is seeking a qualified firm to provide call center services in support of Aging and Disability Services (ADS) operations. The selected contractor will provide professional, responsive, and reliable call center services for inbound and outbound communications, including after-hours, weekend, holiday, and business hour overflow coverage. The contractor will ensure service continuity, accurate message intake and relay, and compliance with all applicable legal and operational requirements. Key responsibilities include call handling, technology and infrastructure, reporting and analytics, security and compliance, and customer support. • Manage inbound and outbound calls, including general inquiries, service requests, and follow-up communications • Provide multilingual support, including English and Spanish • Ensure call center personnel are trained to handle a range of call types, including customer service inquiries and urgent situations • Maintain a comprehensive quality assurance program, including call monitoring and performance evaluations • Provide dedicated support function to address operational issues and service concerns