Call Center Services

AlabamaAlabama, USADue Wednesday, October 7, 2026

Client: Alabama
RFP Number: CC-3877
Posted: —
Category: Call Center and Answering
Budget: Government Authority located in Alabama; USA based organization looking for expert vendor for call center services.
NAICS: —
Set-aside: —
Contact: —

Description

AI Generated

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.

Key solicitation details

AI-extracted from 1428381-2089910689RFP_Enollment_Mgt_Call_Center_Services+(1) (1).pdf. Confirm against the original documents before bidding.

Auburn University is seeking a qualified service partner to provide call center customer service support for student-facing offices including Undergraduate Admissions, Financial Aid & Scholarships, and Student Billing. The contractor will serve as an extension of University operations providing multi-channel customer support. Eligible proposers must be USA-based organizations operating physical facilities located in the Southeastern United States.

Issued by: Auburn University
Proposals due: 10:30 AM CDT
How to submit: Electronic via agency portal or email
Submission details: Submitted to the Procurement & Business Services Sourcing Event Portal in Excel and/or Adobe PDF formatting.
Contract term: Initial term of one (1) year with the option of renewing for four (4) additional one (1) year terms.
Place of performance: Offsite; physical facilities located in Southeastern U.S.
Insurance and bonding: Comprehensive General Liability with minimum limits of $1 million per occurrence and $2 million aggregate. Errors and Omissions / Technology E&O with a minimum limit of $2 million. Cyber Liability with a minimum limit of $2 million.

How proposals are evaluated

Pricing	50%
Personnel, Training & Planning	20%
Experience & Qualifications	15%
Quality of Response	10%
Business Continuity	5%

Scope of work

Customer service support for Undergraduate Admissions requirements, application processes, and enrollment procedures
Customer service support for Financial Aid eligibility, FAFSA completion, loan counseling, and scholarship opportunities
Customer service support for Student Billing, account balances, tuition fees, payment plans, and holds
Integrated multi-channel support via phone, email, live chat, and text messaging
Capability to conduct authorized outbound calls for follow-up, escalation resolution, and service recovery
Documentation of interactions within University-designated systems such as Banner and Slate
Implementation of onboarding, continuous training, quality assurance, and knowledge management programs
Delivery of monthly performance reports, real-time dashboards, and post-interaction customer satisfaction surveys

Minimum qualifications

Onshore USA organization only
Must operate from physical facilities located in the Southeastern U.S.
Demonstrated experience providing multi-channel support to institutions of higher education within the United States
Must not be located outside the U.S. or owned/operated by non-U.S. citizens per Title IV requirements
Compliance with FERPA, GLBA, and NIST Special Publication 800-171 data security standards
Registered, collecting, and remitting Alabama state and local sales, use, and lease tax
Not debarred, suspended, or declared ineligible under FAR 48 C.F.R. Ch. 1 Subpart 9.4

Documents to include with the bid

Tab 1: Executive Summary and Attachment B Supplier Questionnaire
Tab 2: Pricing
Tab 3: Contact Information
Tab 4: Experience and Attachment A References
Tab 5: Sample Contract for review
Proof of Insurance Certificate and Additional Insured Endorsement

Verify important details

Document check

Confirm submission instructions and amendments with the issuing agency before responding.

2 available filesDocuments checked Sep 3, 2026