Inbound and outbound University Call Center Services

The issuing agency is seeking a vendor to provide comprehensive inbound and outbound university call center services to support customer service and communication needs. The agency requires operational hours of 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 rollover inbound support requests and outbound campaigns under Tier 1 and Tier 2 service levels, beginning on the contract start date. The scope of work covers assisting with all calls and needs related to financial aid, student accounts, and the registrar. The agency requires a first call resolution rate of 96% or higher for rollover calls and an average speed to answer inbound calls of 30 seconds or less. Inbound services include answering frequently asked questions and providing account status information, while outbound campaigns must prompt specific actions or gather specific data from target groups. The agency requires all incoming phone requests and exchanges to be ticketed within ServiceNow. The provider will receive single sign-on, read-only access to required forms in the Banner student information system, as well as access to all pertinent databases and websites utilized for Tier 2 support. The agency also requires the creation and retention of documentation for all outbound calls. Eligibility is restricted to onshore organizations based in the United States, and the performance of the work must be offsite. The agency is looking for budget proposals and has not provided a pre-determined budget. The contract period will span five years, and all questions regarding this opportunity must be submitted no later than June 1, 2026.