Opportunity
Cleveland Metropolitan School District Opengov #RFP-21439
Customer Care Call Center Services for Cleveland Metropolitan School District
Posted
April 08, 2026
Respond By
May 13, 2026
Identifier
RFP-21439
NAICS
561422
The Cleveland Metropolitan School District (CMSD) is seeking a qualified service partner to provide Customer Care Call Center operations to support its Equity and Culture Department. - Government Buyer: - Cleveland Metropolitan School District (CMSD) - Excellence and Culture Division, Customer Experience Department - Services Requested: - Operation of a call center handling both inbound and outbound calls for CMSD families, employees, and community members - Support for up to 12,000 calls per month during peak periods - Bilingual support in English and Spanish - Flexible staffing, including overflow support and the ability to scale quickly during high-demand periods - Integration with CMSD customer service platforms and adherence to the district's 'Communicate with H.E.A.R.T.' model - Service hours: Monday through Friday, 7:00 a.m. to 5:00 p.m., excluding district holidays and calamity days - Notable Requirements: - Ability to provide both onsite and remote staffing as needed - Experience with high-volume call center operations and customer engagement - Evaluation based on responsiveness, experience, scope, cost, and presentation - No specific OEMs or technology vendors are named in the solicitation - Place of Performance: - Cleveland Metropolitan School District, 1111 Superior Ave E, Cleveland, OH 44114
Description
The Cleveland Metropolitan School District (CMSD) is seeking proposals for a Customer Care Call Center Service Partner to enhance communication responsiveness and support during peak periods. The project aims to improve stakeholder engagement through a flexible, scalable call center solution aligned with the district's customer service model. The call center will provide inbound and outbound call handling, overflow support, and flexible staffing to support district communication needs. The contract duration is from July 1, 2026, to June 30, 2029, with options for renewal.