CC-3907 - USA (Texas) - Financial Aid Inbound Call Center Services - Deadline November 6,2026

(1) Vendor needs to provide financial aid inbound call center services. – Deliver high–quality, compliant and scalable inbound contact center services supporting the agency.• Call handling: – Answer inbound inquiries from students, parents, and stakeholders – Provide accurate information using approved scripts – Maintain professionalism and empathy • Triage and escalation: – Resolve Tier 1 inquiries – Escalate complex issues – Route inquiries appropriately • Documentation: – Document all interactions – Track call outcomes and escalations – Maintain audit–ready records • Sensitive communications: – Handle financial hardship or appeals conversations – Escalate sensitive cases appropriately• Hours: Monday–Friday, 8:00 AM – 5:00 PM CST • Estimated annual volume: 62,000 calls• Provide weekly and monthly reporting • Conduct QA monitoring• Technology requirements: – Call routing and IVR capabilities – Call recording and monitoring – Analytics and reporting dashboards (2) All the questions must be submitted no later than October 13, 2026. (3) The contract period will be for two years. (4) Non–mandatory pre–bid conference will be held on October 9, 2026.