CC-3784 - USA (New Jersey) - Inbound and outbound University Call Center Services - Deadline June 23,2026

(1) Vendor needs to provide inbound and outbound university call center services.• Provide comprehensive call center services in support of customer service and communication needs Operational Hours of Service Monday through Friday: 8:00 a.m. to 6:00 p.m., Saturday and Sunday: 9:00 a.m. to 5:00 p.m.• 96% or higher first call resolution (answer service factor) rate for rollover calls• 30 seconds or less average speed to answer inbound calls• Responsible for delivering professional, efficient, and reliable inbound and outbound call handling services.• Assist with all calls and needs related to financial aid, student accounts, and registrar, and be able to complete the work beginning on the date of the start of the contract.• Provide services under Tier 1 and Tier 2 for the rollover inbound support requests, and outbound campaigns.• Inbound calls or support requests defined a frequently asked question.• Outbound calls designed to prompt a specific action or gather specific data from the target group• Providing account status information for inbound calls.• Ticketing of all incoming phone requests and exchanges will be done within ServiceNow• Provide single sign–on, read–only access to the required forms in the Banner student information system, as well as access to all pertinent databases and websites utilized by for Tier 2.• Create and retain documentation of all outbound calls.(2) All questions must be submitted no later than June 1, 2026.(3) The contract period will be for five years.