Hiring Established Call Center Agencies for Long-Term U.S. Call Answering Projects (Multi-Agent Centers Only)

Hello,

Our BPO (USA), is looking for established call center agencies (no individual agents) for multiple 1-year U.S. answering-service contracts. All contracts will be for 1 year with the option for expanding up to 5 years. We currently have 3 call answer & messaging projects we are trying to find qualified centers to partner with. We are looking to partner with an agency ASAP.

Before proceeding, please confirm your company meets all required criteria:

*REQUIRED – MUST MEET ALL
• You are a registered call center/BPO company (no single-agent or one-person operators).
• You have multiple agents available at all times (minimum 3–4 per shift).
• You can support multi-agent concurrent call handling:(Multiagent concurrent, ACD or shared que)
• Multiple agents answering the same phone line simultaneously
•ACD routing or shared queue system required
•No busy signals, no call waiting, no voicemail pickup
• All calls must be live answered (no recordings or IVRs as primary answer).
•You can provide HIPAA-compliant operations (medical projects).
•You can sign a BAA (Business Associate Agreement) when required.(for medical project)
•All calling, messaging, logging, and storage systems must run on U.S.-hosted servers.
•You can use (or are willing to use) a U.S.-based secure messaging system for urgent dispatch.
•You can maintain and provide daily call logs + monthly reporting.
•You can store call recordings for minimum 1 year.
•You have 24/7 supervisors/team leads available.
•You have redundant internet + power backup.
•You can provide 2–3 professional references. (Not contacted unless selected for a project)
•You can begin service within 2–3 weeks of award.
•You agree to provide flat-rate pricing based on monthly minutes/hours, not hourly per-agent billing.

Current Projects (You may apply for one or more)

PROJECT 1 — DHR Child/Adult Protection (Emergency Social Services)
• 24/7 live answering + escalations every 10 minutes
• High-risk urgent calls (hospitals, police, abuse/neglect/endangerment)
• Mon–Fri rollover support: 8 AM–4:30 PM
• After-hours: 4:30 PM–8 AM
• Full weekends + holidays + bad-weather coverage
• Est. 6,000–10,000 min/month

PROJECT 2 — Medical After-Hours (Health Centers)
• After-hours medical answering + urgent provider messaging
• Mon–Thu: 5 PM–8:30 AM, Fri 5 PM–Mon 8:30 AM
• Holidays + 1–5 full-day closures
• Est. 5,000–7,000 min/month

PROJECT 3 — Utilities Water/Wastewater after hours & dispatch
• Emergency utility answering + dispatch
• Safety check calls every 2 hours
• Mon–Fri: 3:30 PM–7 AM, full weekends + holidays
• Est. 1,100–2,100 min/month

Next Step — REQUIRED

*If you are interested in servicing any project, please review project details overview form and then complete the prequalification form:

Project Overview: Project details are attached to this posting and can be found here:

https://docs.google.com/document/d/1a7obFy_I0sDpGqdV-Ax_U1M8yT0HNpvNSxjci6C1BNA/edit?tab=t.0#heading=h.g16v4efzu5wt

Prequalification Form To Apply:
https://docs.google.com/document/d/1a7obFy_I0sDpGqdV-Ax_U1M8yT0HNpvNSxjci6C1BNA/edit?tab=t.0#heading=h.g16v4efzu5wt

*We are only considering centers who complete the Prequalification Form*

We will contact qualified centers with the best pricing, compliance and capacity. Additional future projects may be offered to high-performing vendors.

Future opportunities also available.

Thank you! We look forward to reviewing your submission.