The Vendor is required to provide to continue to provide our “one-stop-shop" service model for enrollment management, covering admissions, financial aid, and the registrar.
- Provide a robust call center operation, university seeks an Omni channel partner capable of scaling into chat, email, and automated voice messaging, should those needs arise.
- These tools should be designed to improve student "literacy" regarding university processes and policies, thereby decreasing the frequency of common inquiries and allowing staff to focus on high-impact student interactions.
- Estimated annual call volume is roughly 50,000.
- Calls received from university telephone lines and from the dedicated phone line will be answered during university Enrollment Management and Services’ standard business hours, which are currently between 8 am and 5 pm Central Time, Monday through Friday. Other mutually agreed-upon times may be requested by university.
- The Vendor’s representatives will be required and trained to respond to the following types of inquiries:
• General and detailed information related to admissions, financial aid, student billing, housing, and registration processes.
• Requests for information and materials (actual materials fulfillment will be provided by university).
• Specific requests related to the student’s application status, including both admissions and financial aid application processes.
• Financial Aid status questions, including anticipated disbursement dates and dates funds are credited to student’s account.
• Payment and billing information.
• Refund questions.
• Understanding and resolving Registration Holds.
- Provide biweekly and monthly reports with information on the number of calls or e-mails answered during each period and such other pertinent information, as requested by university, which may include such data as abandonment rates, average seconds to answer calls, calls referred back to customer and reason for call/call subject.
- Provide the Vendor with the proper names, functional responsibilities and telephone numbers of departments to whom to refer inquiries about Admissions, Housing, Student accounts, Registration, Financial Aid and miscellaneous inquiries.
- Peak season in call volume during registration periods. August (Fall Registration) tends to be the highest month of calls, followed by January (Spring Registration) and May (Summer Registration).
- Our current average call time is 3 minutes and 32 seconds and our average hold is 5 minutes or less.
- Outbound Calls - At this time, we are not utilizing this service unless through a call back feature.
- Language(s) to support – English
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: January 22, 2026
