Contact Center Training and Content ( CTC )

2026-11-03

The purpose of this contract is to develop training and e - Learning products designed to increase the Medicare and Marketplace knowledge of the CSRs and support them in providing world class service to our beneficiaries and consumers . It is important that the potential training and content contractor understand the complexity of the Medicare and Marketplace programs and the scope of the information that CSRs provide in response to inquiries . The contractor must be capable of developing both classroom training materials and eLearning solutions for self - paced modules to support the multiple contact centers that are staffed with an estimated 10 , 000 CSRs nationwide . Additionally , the contractor must have the ability to proactively review Medicare and Marketplace policy and new Government provided information to develop and verify the accuracy of scripts , frequently asked questions ( FAQs ) and other content across all contact center communication channels ( telephone , written correspondence , web chat , etc .). It is also important that the contractor possesses an in - depth understanding of the functionality of Next Generation Desktop ( NGD ), which is the primary application used by the CSRs during all customer interactions . CMS requires that information being provided is accurate , understandable , and consistent across all channels of communication . The work volumes for training and content have increased with the maturity of this contract . Currently there are approximately 1 , 000 training products supporting multiple lines of business ( General Medicare , Marketplace New Hire , Claims , etc .). This contract also ensures all products are maintained , updated or archived ( New Hire Training , Claims Training , e - Learning Modules , Job Aids , Process Manuals , Infographics , etc .) In addition , approximately 100 new pieces of training are in development each year . The content team has over 3 , 900 products ( Phone Scripts , CSR User Alerts , Blast Alerts , Quick Letters , Reference Materials etc .) that are maintained , updated and developed per year . The content count includes both English and Spanish versions . All these products are stored , deployed , and tracked through CMS provided Universal Content Management ( UCM ) and Learning Management ( LMS ) systems .

Maryland

2026-05-02