The Vendor is required to provide high-quality, managed call center services in support of the college’s centralized student services center.
- Firm will serve as the initial point of contact for general incoming phone inquiries from current and prospective students and their families.
- Responsible for delivering accurate, timely, and personalized support across a broad range of student services, including but not limited to admissions, academic advisement, course registration, financial aid, tuition payment, and counseling services.
- Have AI capabilities to assist with frequently asked questions while also providing human agents to address more complex student needs.
- This partnership aims to enhance the student experience while advancing the college’s goals of improving communication, operational efficiency, and overall service quality.
- Provide reliable and responsive call center services to improve the student journey through timely, empathetic and professional communication.
- Services include:
• Providing qualified and trained agents to handle communication and customer service with current and prospective students. Consultant shall ensure that staffing levels are adequate at all times to minimize wait times and ensure a high level of customer service.
• Handling general inbound calls to the main College phone number and routing or escalating complex issues to appropriate departments.
• Providing student-centric support aligned with the College's mission and service goals.
• 24/7 or business-hours call center support, as defined in the contract.
• Utilizing AI to assist with frequently asked questions while allowing human agents to address more complex student needs.
• Maintaining knowledge of the student lifecycle and providing empathetic, accurate, and efficient assistance.
• Tracking and reporting on key call metrics, including call volume, resolution rates, and trends.
• Scaling operations during peak periods (e.g., registration, financial aid deadlines).
• Maintaining strict compliance with FERPA and other privacy standards to ensure student confidentiality.
• Providing detailed summaries or notes post-call, utilizing Banner and SLATE Student Information Systems.
• Initial onboarding and training sessions for College personnel to ensure smooth transition and integration of services.
• Providing training documentation for both call center staff and College stakeholders.
• Collaborating with College stakeholders through regular meetings to ensure service alignment and performance.
• Offering training sessions to College personnel to support the integration of services and maintain high standards.
• Providing monthly performance reports, including call volume, types of inquiries, resolution statistics, and caller satisfaction (if applicable).
• Providing incident response procedures and data protection policies.
- Contract Period/Term: 4 years
- Questions/Inquires Deadline: June 9, 2025