Specifications include, but are not limited to: All interactions with taxpayers should be handled professionally and taxpayers shall be treated politely, HCTAC investigates all complaints and reviews collections techniques. For the convenience of taxpayers seeking services Firm shall provide a staffed local office within ten (10) miles of the HCTAC located at 1001 Preston, Houston, Texas 77002 to assist taxpayer, receive payments, enter payment agreements and other taxpayer collections activities. Payment agreement terms are approved by HCTAC. Firm shall also possess the ability to handle payment agreements over the phone and/or online. Provide call center representatives to receive 30,000 monthly inbound and outbound taxpayer’s calls during normal business through early evening hours (actual hours to be solidified during contract negotiations). Call Center staff shall be trained in answering delinquent property tax collection processes and provide general tax information to taxpayers. Provide call center representatives that are bilingual in both English and Spanish. The Firm agrees to make special arrangements either via telephone or written notice to accommodate taxpayers who primarily speak languages other than English and Spanish, including, but not limited to Vietnamese.