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A government agency in Texas issued “Financial Aide Call Center Services” (RFP). Solicitation CCHA-0210 closes on November 6, 2026. Eligibility: USA Organization. Submissions via Online Portal.
Vendor to deliver high-quality, compliant, and scalable inbound contact center services supporting the Office of Student Financial Aid.
- Objectives
• Improve student and family experience
• Reduce wait times and abandonment rates
• Ensure accuracy and compliance
• Provide scalable support during peak cycles
• Protect sensitive student data
- Services include:
Call Handling
• Answer inbound inquiries from students, parents, and stakeholders
• Provide accurate information using approved scripts
• Maintain professionalism and empathy
Triage and Escalation
• Resolve Tier 1 inquiries
• Escalate complex issues
• Route inquiries appropriately
Documentation
• Document all interactions
• Track call outcomes and escalations
• Maintain audit-ready records
Sensitive Communications
• Handle financial hardship or appeals conversations
• Escalate sensitive cases appropriately
Service Volume and Hours
• Hours: Monday-Friday, 8:00 AM – 5:00 PM CST
• Estimated annual volume: 62,000 calls
• Vendor must scale staffing during peak periods
Staffing Requirements
• Provide trained, background-checked agents
• Maintain sufficient staffing levels
• Assign a dedicated Account Manager
Training and Knowledge Management
• Provide onboarding training covering federal, state, and institutional aid
• Provide ongoing training and annual recertification
• Maintain knowledge base aligned with university policies
Technology Requirements
• Call routing and IVR capabilities
• Call recording and monitoring
• Analytics and reporting dashboards
• Integration with university systems
Ask any question about the RFP and its amendments. Instantly surface schedules, deliverables, compliance items, evaluation criteria, and budget details with 100% source-backed answers.
Quick answers about deadlines, eligibility and submission for this solicitation.
Proposals for CCHA-0210 are due by November 6, 2026.
A government agency in Texas. The buyer's contact and submission details are in the solicitation documents.
USA Organization.
Submissions are accepted via Online Portal. Follow the instructions in the solicitation documents.
Contract term: 2 Years.
Yes: Non-mandatory on October 9, 2026.
Questions and inquiries must be submitted by October 13, 2026.
Yes. After purchase, with a subscription or during a free trial, the RFPPlanet AI Assistant answers questions sourced from this RFP’s documents, such as requirements, evaluation criteria and key dates.
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