Contact Center Solutions

The Vendor is required to provide contact center solution in support of potential and existing student questions regarding enrollment, retention, financial aid, and student accounts (as selected by individual colleges).
- Inbound contact services
• Overview of organization and its structure including
o The physical location of your contact center(s)
o The extent to which contact center agents work remotely
o In what context(s) is AI used
• Number of clients partnered and the approximate range of inquiry volume provided for your other higher education clients
• Overview of the types of student inquiries handled
• Availability of services and coverage periods
• Channels of communication used to respond to student inquiries
• Technologies and resources used to respond, track and measure interactions, including the extent to which AI is used
• Technologies used to capture and track interactions in real time
• Average number of inquiries handled by AI vs person
• Average handle time 10) average talk time
• Average abandon rate
• Average speed of answer (ASA)
• Average first call and contact resolution rate (FCR)
• Average escalation rate
• Average customer satisfaction rate
• Overview of how escalations to individual colleges will work and the system that colleges may use to respond to such escalations, including how college staff responses can be tracked
o Include what technologies you have available to handle such escalations.
- Outbound campaign services
• Overview of outbound campaign services
• Availability of services and coverage periods
• Technologies and resources used to contact, track and measure campaigns
• Channels of communication utilized
• How campaigns are tracked and measured
• Average outbound campaign results
• References of past and current partners
• Any other relevant information.