Call Center Services

The Vendor is required to provide call center services to support the financial aid and bursar offices.
- Requirements
•    The supplier and all call center agents must provide excellent customer service skills continuously throughout the contract. 
•    The supplier and its employees will be efficient, courteous, and accurate in the delivery of information to all callers. 
•    The operation will be staffed by adequate numbers (as defined herein) of appropriately trained and experienced personnel to efficiently accommodate callers and their inquiries.
•    The supplier shall operate the call center in a manner that reflects the image and reputation of university. 
•    Callers should receive the same level of customer service as those who come in person to the offices of financial aid and bursar. 
•    Agents should be adequately trained on campus culture and operations so that there is a seamless transition from calling to visiting in person. 
•    Agents are expected to provide accurate and relevant information to all callers.
•    Agents should document all calls by entering notes and comments in the appropriate student records and shall record calls for quality and training purposes. 
•    All recorded calls shall be retrievable within two (2) business days.
•    Supplier will provide the option for callers to provide feedback at the end of each call.
•    The ability to provide call data reports including but not limited to detailed reasons for student calls as well as ad hoc request to university director of financial aid on at least a weekly basis.
•    The right to request removal or retraining of agents who receive repeat calls within 48 hours for the same issue. 
•    Customer service agents who receive three (3) or more complaints withing ninety (90) days may be removed from the university queue.
•    Supplier will provide call center services during university regular business hours of 8:00 am to 5:00 pm, Monday through Friday. 
•    The call center will not answer calls while the university is closed during holiday and breaks. 
•    The university is open for breaks only observed by students (spring and fall break), the call center will be operational. 
•    The call center should also remain operational when the university is closed for inclement weather.
•    During non-peak times, eighty (80) percent of calls should be answered by a live agent within twenty (20) seconds. 
•    During peak times, eighty (80) percent of calls should be answered by a live agent within one-hundred twenty (120) seconds.
•    Provide back-up personnel in time of staff shortages due to vacations, illnesses, labor disturbances, and inclement weather; to maintain service hiring and firing of personnel shall be the sole responsibility of the supplier.
•    The call center and all staff should be in the country. 
•    The call center should have a Spanish-speaking option for all incoming calls.