Customer Care Call Center Service Partner

The Cleveland Metropolitan School District (CMSD) is one of Ohio’s largest urban school systems, serving approximately 34,000 students across 63 instructional sites beginning in the 2026–2027 school year. With roughly 6,000 teachers and administrative staff, more than 30,000 personal computers, 4,000 mobile devices, over 100 software applications, and over 1,000 distinct phone number extensions, the district operates in a complex environment where timely, accurate, and high‑quality communication is essential.

CMSD is seeking comprehensive and competitive proposals for Customer Care Call Center services. The Customer Care Call Center operates Monday through Friday, 7:00 a.m. to 5:00 p.m. (excluding district holidays and calamity days), aligning with school and administrative hours. As the primary point of contact for families, staff, and community members, the Call Center plays a critical role in ensuring stakeholders receive consistent, reliable, and respectful support.

A key driver for this project is the district’s need for a partner who under the Customer Experience department can collaborate closely with internal departments that require additional capacity, specialized call handling, or outbound communication support. CMSD experiences predictable peak periods—such as enrollment and registration windows, transportation updates, technology deployments, and districtwide initiatives—as well as unexpected surges tied to urgent communications or special projects. During these times, departments often need supplemental call center resources to maintain service levels and ensure stakeholders remain informed and supported.

The ideal vendor will serve as an extension of CMSD’s internal teams, offering flexible staffing, overflow support, and the ability to scale quickly without compromising quality. A partner who can seamlessly integrate with district processes, uphold our Communicate with H.E.A.R.T.™ customer service model, and provide both inbound and outbound communication support will significantly enhance CMSD’s ability to meet stakeholder needs. Exceptional performance will be defined by strong collaboration, consistent service delivery, and the capacity to help the district communicate effectively during high‑volume periods and special initiatives.