Call Center Services

The buyer seeks a USA-based vendor to provide offsite call center services for a one-year contract period. The selected vendor must deliver multi-channel customer service support—including integrated phone, live chat, email, and text—for student-facing offices such as undergraduate admissions, financial aid and scholarships, and student billing at in-state higher education institutions. Required operations run during standard business hours (7:45 am to 4:45 pm CT), with optional extended hours and capacity to handle high-volume seasonal fluctuations during peak enrollment periods. The vendor must maintain an average speed to answer 80% of calls within 90 seconds during non-peak periods and within 120 seconds during peak periods. Additionally, the vendor needs the capability to conduct authorized outbound calls for follow-up, escalation resolution, and service recovery. Bidders must be an onshore USA organization, and eligible vendors can submit responses digitally through email or online to the Alabama-based government authority.