Inbound and outbound University Call Center Services

The university is seeking a vendor to provide comprehensive inbound and outbound call center services to support customer service and communication needs. The agency requires operational coverage Monday through Friday from 8:00 a.m. to 6:00 p.m., and Saturday and Sunday from 9:00 a.m. to 5:00 p.m. The selected provider must handle all calls and needs related to financial aid, student accounts, and the registrar starting on the contract commencement date. The scope of work covers Tier 1 and Tier 2 support for rollover inbound requests and targeted outbound campaigns. Inbound services include resolving frequently asked questions and providing account status information, while outbound campaigns must prompt specific actions or gather data from target groups. The agency requires a first call resolution rate of 96 percent or higher for rollover calls and an average speed to answer of 30 seconds or less. The agency requires all incoming phone requests and exchanges to be ticketed within ServiceNow. To facilitate Tier 2 support, the university will provide single sign-on, read-only access to required forms in the Banner student information system, alongside access to all pertinent databases and websites. The selected provider must also create and retain documentation of all outbound calls. Eligible bidders must be onshore organizations based solely in the United States. The agency requires all performance of the work to occur offsite. The university is looking for proposals to define the budget for this project. The contract period will span five years. Bidders must submit all questions regarding this opportunity no later than June 1, 2026.