Call Center Scheduling Featured Article
TTEC Wins FEMA Blanket Purchase Agreement
One thing that 2020 has showed us is that call centers – always vital to the day-to-day operation of a nation – become even more vital during a national emergency. Under emergency circumstances, however, it’s vital that call centers are prepared for surges in calls. One way to do this is to choose a call center outsourcer that has locations spread all over the world, so more agents can be brought online quickly in the event of an emergency.
Englewood, Colorado-based TTEC, formerly TeleTech (News - Alert) Holdings, Inc. is a call center outsourcer with more than 58,000 employees operating in call centers on six continents. In mid-June, the company announced that it has been awarded a Blanket Purchase Agreement (BPA) by the Federal Emergency Management Agency (FEMA).
The contract is part of FEMA’s disaster preparedness strategy for fully managed, scalable contact center services and staff during periods of high disaster activity. TTEC was one of four partners selected to the BPA after participating in a competitive, two-phase evaluation process.
"TTEC is honored to be a part of FEMA's proactive, next-generation strategy for disaster relief. This forward-thinking approach enables immediate mobilization of fully managed, scalable contact center technology and operations when a disaster strikes," said Ken Tuchman, TTEC chairman and CEO, in a statement. "By creating a vehicle that enables immediate contact center activation, FEMA will accelerate the speed and quality of support available to people when they need it most."
In awarding the contract to TTEC, FEMA acknowledged that the company demonstrated it has the resources, personnel, facilities and technology to handle a surge of customer contacts in the event of a regional or national emergency. The maximum ceiling of the award is approximately $228 million for the contract period of performance. It is based on current appropriations to be shared by the four BPA awardees on specific future awards to be made by FEMA. The period of performance of the BPA is a one-year base contract with four, one-year option years, for a total BPA length of five years.
"TTEC has a long history successfully serving federal, state, and local government agencies seeking to develop and implement citizen-centric strategies. Our ability to remove complexity and rapidly deliver seamless citizen experience at scale is creating significant value with the Public Sector," said Andrew Martin, TTEC Group Vice President, Public Sector. "Our solutions reduce the risk for the agencies we support and deliver great experiences for the constituents they serve. The combination is creating transformational results for the Public Sector."
Edited by Luke Bellos