Outsourced Remote Customer Support & Call Center Operations

Background

The Rhode Island Turnpike and Bridge Authority (RITBA) is a quasi-public agency established in 1954, responsible for the construction, maintenance, and operation of bridge projects in Rhode Island. The Authority operates several bridges, including the Claiborne Pell Bridge, which is currently the only tolled facility under its management. RITBA seeks proposals from qualified firms to provide outsourced remote customer support and call center operations for E-ZPass customers, aiming to enhance service quality and operational efficiency.

Work Details

The selected vendor will provide a range of services including: 1. Customer Account Management System: Update and maintain E-ZPass accounts, assist with inquiries, process payments, and ensure accurate documentation. 2. Toll Invoice & Violation Processing: Explain toll charges, assist with disputes, process payments for violations, and support customers with administrative issues. 3. Call Center Services: Respond to inbound calls, handle escalations, conduct outbound calls for follow-ups, educate customers on policies and procedures, and generate performance reports. 4. Service Level Expectations: Maintain bilingual staff (minimum five Spanish speakers), support RITBA business hours (Monday-Friday 9 am to 5 pm), and manage an initial staffing level of 25 Customer Service Representatives. 5. Image Review Process: Review images captured by tolling system cameras for manual review of vehicles requiring identification; maintain a production standard of 2,000 images per shift.

Period of Performance

The contract will be for two years starting from the date of signature of the Professional Services Agreement with options for two additional two-year extensions.

Place of Performance

All services must be performed within the United States in an office environment; work from home is prohibited.

Bidder Requirements

Bidders must have a call center based in the United States with at least five Spanish-speaking staff members. Experience in tolling customer service is preferred. Proposals must include detailed descriptions of prior experience with similar services.