Call Center Service

The vendor is required to provide agents in a generalized call-center environment that use a script in order to direct calls based on which department the caller needs to be routed to.
- There are challenges currently with accurately getting the caller to the right place within agency based on what they are calling about.
- The current script setup aims to identify the caller type (student, applicant, third party, etc.) and then their topic.
- The caller does not always align clearly with the scripting outline.
- The new system must provide the tools needed to be responsive to increasing demands for efficiency, accountability, and regulatory compliance. 
- Creative, future-looking proposals are encouraged.
- Requirements
• Must have the ability to scale based on a low volume of approximately 4000 calls or month up to 8000 calls or month.
• The ability to work collaboratively to create a dynamic script to manage and direct calls.
• The ability to have agents complete a form-based request to put the caller in a queue for callback or submit an inquiry by filling out the form with necessary information.
• Should have a dedicated team to handle agency calls and be able to handle triage calls in a complex organizational structure.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: July 18, 2025