Outsourced Remote Customer Support & Call Center Operations

Rhode Island Turnpike and Bridge Authority (RITBA) is seeking a qualified vendor to provide outsourced remote customer support and call‑center operations for its E‑ZPass toll‑collection system, as well as an image‑review service for toll‑gantry cameras. The contractor must staff a minimum of 25 bilingual (English/Spanish) Customer Service Representatives, provide supervisory and training personnel, and operate a secure, office‑based U.S. call‑center that interfaces with RITBA’s Emovis CRM, Mitel soft‑phone suite, and other proprietary systems. In addition, the vendor will support an on‑demand image‑review team (approximately 3 FTEs) to process toll‑camera images at a production rate of 2 000 images per shift. The contract is a 2‑year base term with up to two optional 2‑year extensions, billed on an hourly‑rate basis with monthly invoicing. • Minimum staffing: 25 CSRs (including ≥5 Spanish‑speaking agents), 5 lead/senior CSR, 3 supervisors, 1 trainer, plus a flexible image‑review team. • Mandatory U.S. office location; no work‑from‑home. Secure integration with Emovis, Mitel, Microsoft tools; compliance with PCI/PII standards. • Hourly‑rate cost model – example rates $30–$40/hr; projected annual spend ~$2.4 M, total contract value potentially $5‑6 M over full term.