Call/Contact Center Services​ 2025

​​Provides general call/contact center services for various State agencies. These services include:

• Inbound and Outbound Liv​e Operator services
  
• Service or Product Information
  
• Scripted Information Dissemination
  
• Mailing and Fulfillment Services
  
• Data Entry of Application/Form Information into State or Contractor Database
  
• Bilingual Service (Spanish/English)
  
• Voice Mail
  
• Automatic Call Distributor (ACD)
  
• Interactive Voice Response (IVR)
  
• Email Correspondence
  
• Call Center Overflow Capabilities
  
• Handling Surveys
  
• Questionnaires
  

Contract Information

Contract Awarded to: CMD Investment Group, Inc., Hunt Valley, MD
Award Date: 12/18/2024
Contract Expiration Date: 12/31/2030
Contract Term: 1/1/2025 – 12/31/2030 (with two 1-year renewal options)​
1/1/2030 – 12/31/2031 (Option 1)​​
BPO Number: 001B3600088 (new, effective 1/1/2025)
Commodity Code: 99789-CALCTR
Description: Call Center Statewide BPO
Contract Manager: dgs.osp-requisitions@maryland.gov​​​​​​