Contact Center Quality Management (Calibration Support)

The FMCSA Office of Registration (MC-R) is seeking a qualified Contractor to provide quality management services. This includes assessing performance quality and overall service delivery, with a focus on enhancing the quality management processes within the FMCSA Contact Center (FMCC) and Routine and Mass Mailing (RMMS) operations.

The Contractor will provide consulting services to the Government to train all employees in proper quality management techniques, processes, and reviews, further enhancing the potential for improvement. The Contractor will be responsible for implementing a robust Quality Management & Control Services program, which will lead to significant improvements in the FMCC and RMMS performance. This will involve training employees in quality management techniques and processes to drive continuous improvement. 

The QMCS program will provide oversight, Customer Relationship Management (CRM) system monitoring, quality assurance, and control measures to ensure the efficient operation of FMCSA, RMMS, and the enterprise-wide contact center. As FMCSA prepares to consolidate multiple contact centers over the next five years, including integration of eight additional agency contact centers, the QMCS program will play a crucial role in managing increasing call volumes, emails, voicemails, and chat logs and ensuring compliance with program requirements across various agency offices.

• TBD