East Cleveland City School District Opengov #252182

Customer Care Call Center Services for Cleveland Metropolitan School District

The Cleveland Metropolitan School District (CMSD) is seeking a partner to provide customer care call center services for its large urban school system. - Government Buyer: - Cleveland Metropolitan School District (CMSD), one of Ohio's largest urban school districts - Products/Services Requested: - Customer care call center services, including both inbound and outbound call handling - Bilingual staff required (English and Spanish), with additional support for Arabic and Swahili - Service hours: Monday through Friday, 7:00 a.m. to 5:00 p.m. - Ability to scale services during peak periods - Adherence to service level agreements (SLAs) and performance metrics (e.g., call handling times, customer satisfaction) - Detailed transition plan required - Compliance with all applicable laws, regulations, and district policies - Insurance and background checks required for staff - OEMs and Vendors: - No specific OEMs or vendors are named in the solicitation - Unique/Notable Requirements: - Multilingual support (English, Spanish, Arabic, Swahili) - Strict adherence to SLAs and performance metrics - Scalable service capacity for peak periods - Comprehensive compliance and background check requirements

Description

The Cleveland Metropolitan School District (CMSD) is seeking a partner to provide customer care call center services to support its strategic priority of building an informed and engaged community. The services include inbound and outbound call handling with bilingual staff in English and Spanish, and additional language support in Arabic and Swahili. The contract aims to improve stakeholder engagement, responsiveness, and communication during high-volume periods, with service hours from Monday to Friday, 7:00 a.m. to 5:00 p.m. The initial contract term is from July 1, 2026, to June 30, 2029, with up to two additional one-year renewal periods.

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