Call Center Support Services

The Vendor is required to provide inbound Student Account Call Center Services.
- University a multi-campus institution with more than 20,000 students. 
- University current Enterprise Resource Planning (ERP) system is Ellucian Banner.
- a call center to answer high level student account questions from prospective And current students, authorized users (parents), faculty and staff members during two high call Volume times.
- Estimated timeframes needed are: Fall Billing Approximately the 2nd week in July through the 4th week in August, (Approx. 6 weeks). 
- Spring Billing Approximately Mid November through Mid-January – 30 active days, excluding Holiday Break. 
- Estimated Daily Call Volumes range between 30-200 daily. 
- We can give some guidance in Advance on which days a higher volume would be expected. 
- Total estimated calls 3,000-5,000 per activation.
- Call center must have the ability to have callers on hold while waiting for an agent. 
- Call center must have ability to increase staff during high call volume timeframes.
- Call center must have a phone number that state’s office of student accounts can forward calls to.

- Contract Period/Term: 1 year
- Optional but highly urged Zoom Meeting Date: August 13, 2025
- Questions/Inquires Deadline: August 15, 2025