Student Financial and Registration Call Centre Services

The George Washington University requires student financial and registration call center services to handle upwards of 150,000 annual contacts via phone, email, and walk-ins. The vendor must provide offsite call coverage from 9:00 am to 5:00 pm Eastern Time, Monday through Friday, with potential extended hours to 6:00 pm during peak periods. Inbound calls and chat communications must be recorded or logged for quality assurance and purged after 90 days. The vendor must also assign a primary executive point of contact and deliver weekly, monthly, and quarterly reports. Eligibility is restricted to onshore USA organizations. Proposals must be submitted digitally via email to [email protected] and copied to [email protected] by 3:00 PM EST on November 6, 2026, and remain valid for at least 120 days. Clarification questions must be sent by email before 3:00 PM EST on October 23, 2026. Submissions must include at least three past performance references, a detailed pricing structure, a fee schedule, an implementation plan, and performance guarantees. The contract term is scheduled to commence on December 15, 2026, following an expected award notification on December 4, 2026. Awards will be made on a best-value basis evaluated on how well the vendor staffs up for peak periods (40%), ease of providing non-standard phone coverage, and cost (30%).