College Inbound Call Center Services

Brazosport College

Buyer seeks an experienced vendor to provide comprehensive inbound call center services to enhance responsiveness and customer service. The service will support student inquiries regarding admissions, registration, financial aid, and general student support. The contract will be for an initial one-year period with the option to renew for four additional years. Buyer requires staffing to handle approximately 17,176 calls annually with increased capacity during peak registration periods.

• 5/9/2025 - Issue RFP/1st Advertisement
• 5/18/2025 - 2nd Advertisement
• 6/11/2025 - RFP Questions Due
• 6/12/2025 - Response to Questions
• 6/18/2025 - Proposal Due Date

• Proven experience in higher education call center support
• Demonstrated ability to manage seasonal call volume fluctuations
• Staff trained in FERPA and emergency response protocol
• Bilingual staff preferred (English/Spanish)
• Secure technology infrastructure for compliant communication

• Manage 17,000+ inbound calls including overflow during peak periods
• Operate as primary college switchboard with accurate call routing
• Guide students through online application and registration processes
• Assist with financial aid status inquiries and FAFSA information
• Answer questions on tuition, fees and payment plan setup
• Schedule appointments for counseling and testing services
• Maintain knowledge of academic support services and resources
• Provide bilingual support (English/Spanish preferred)
• Implement emergency protocols during campus incidents or closures
• Ensure FERPA compliance and data security