Call Center for Disaster Operations Support

The Small Business Administration’s Office of Disaster Assistance (ODA) is seeking U.S. based vendors capable of providing call center support services to support existing SBA call centers. Based on the history of the previous disasters, there is no consistency in the number of calls at any given time. ODA call centers have been dealing with the biggest Presidential Disaster Declarations for COVID-19. SBA’s current call volume is approximately 20,000 to 30,000 calls a day; however, the number of calls is anticipated to increase to around 60,000 calls or more per day. Vendors must be able to manage the increase in call volume as more areas are affected by the COVID-19 disaster. This is an unprecedented disaster with no comparable information for a disaster of this type. Vendors must be capable of adjusting to the current operational environment. Requirements for vendor call center: Full service U.S. based call center with immediate support available Fully contractor managed Support hours 8:00AM – 11:59PM Eastern Time, 7 days per week but may surge to 24/7 Ability to seamlessly transfer calls to SBA call center. SBA call centers are Avaya-based. Ability to monitor calls for quality Ability to use Government furnished, already developed/approved scripts to answer and triage calls Multi-lingual capability – Spanish and other languages Collection of caller information for additional marketing purposes prohibited The Government is also seeking information on vendor proposed pricing structures. Vendor are asked to submit capability information to the listed contacts.