Student Lifecycle Management Services

The Vendor is required to provide student lifecycle management services.
- These services may include - In-Bound Calling Services, Out-Bound Callings Services and optional Chat and Texting Services.
- The solution offered should provide a staffed student support center that has fully integrated capabilities with the college’s operating system that allows for live, real-time answers and solutions to student inquiries.
- Limited ability to answer all incoming calls. 
- Despite efforts to implement “seasonal solutions” and best efforts to respond to all voice mails, significant numbers of incoming calls will be unanswered and/or abandoned without student lifecycle support center services.
- Need for better sustained personalized customer service through one call resolution. 
- Very often staff members must call students back to offer additional information or provide help with resolving the issue.
- Although cross-training in certain areas exists, cross-functional expertise in a student support center is needed to provide accurate and student-specific information. 
- The College remains challenged in providing comprehensive answers that account for all components of the overall student enrollment process.
- Ability to assist students through all steps of the enrollment process. The goal is to strengthen the process to provide personalized service, achieve greater impact, and optimize enrollment yields.
- Limited ability to implement outbound communication for enrollment campaigns. 
- Outbound campaigns for all enrollment departments are needed during peak enrollment periods when staff members are already engaged handling inbound student calls, emails, voicemails, and face to face encounters.
- The student lifecycle support center should be able to prompt students to the next step in the enrollment process.
- Need for live support coverage during evenings and/or times when the College is closed.
- The Contractor will use subject matter appropriate cross-functionally trained staff to operate an off-site student lifecycle support center.
- For the purpose of this price proposal, we will estimate the following for call volumes:
- Estimate In-Coming Call Rate per year will be 90,000 calls at 5 minutes per call
- Estimate Out-Bound Call Rates per year will be 10,000 calls at 2 minutes per call
- Estimate chat service will be based on 3 minutes per incident with an annual volume of 5,000.

- Contract Period/Term: 1 year
- Non-Mandatory Pre-Proposal Date: September 09, 2025
- Questions/Inquires Deadline: September 18, 2025