Call Center and Technology Support Services

Call Center and Technology Support Services include both Inbound and Outbound Call Center and IT Technical Support Call Center Service.
- Call Center shall provide Tier 1 Support by answering calls, chats and self-service tickets, logging and tracking incidents, and escalating calls/contacts as necessary to Tier 2.
- Inbound Operations: receives between 20,000-94,000 inbound calls per month (breakdown provided below) with an average handle time of 10 minutes and thirty seconds (10:30).
- Outbound Operations: Outbound operations reach out to students and parents on an as-needed basis to respond and resolve student concerns. The Outbound volume is estimated at 4,000 calls per month on average.