North Carolina A&T State University

The buyer is seeking proposals for Call Center Services to support their Student Support Services division. The call center will handle incoming calls, chats, texts, and emails for various departments including Admissions, Financial Aid, and Academic Advising. The buyer requires a tiered business approach with clear escalation policies, knowledge management, and performance analytics. The service must be FERPA compliant and integrate with the buyer's existing systems. The call center is expected to operate 7 days a week from 7:00 am to midnight.

• 8/14/2024 - Issue RFP
• 8/22/2024 - Submit Written Questions
• 8/27/2024 - Provide Response to Questions
• 9/4/2024 - Proposal Due Date

• Provide telephone, chat, text, and limited email support for Student Support Services
• Handle incoming calls for Admissions, Financial Aid, Student Accounts, Registrar, and Academic Advising
• Implement tiered business approach with clear escalation policies
• Manage knowledge base and provide data analytics on performance
• Ensure FERPA compliance and data security
• Develop and implement comprehensive call center plan
• Provide 7:00 am to midnight coverage, 7 days a week
• Maintain 95% resolution rate for first point of contact
• Integrate with university's existing CISCO Unified Contact Center Express system
• Conduct initial and ongoing training for call center staff