CC-3877 - USA (Alabama) - Call Center Services - Deadline September 30,2026

(1) Vendor needs to provide call center services.– Provide customer service support for student–facing offices including undergraduate admissions, financial aid and scholarships, and student billing.– Customer service while providing flexibility to support current operational demands, accommodate seasonal fluctuations in call volume, and adapt to the evolving needs of enrollment management.– Operate during standard business hours (7:45am–4:45pm CT), with options for extended hours during peak periods.– Providing multi–channel support (phone, email, and live chat) to institutions of higher education within state.– Capability to conduct outbound calls when authorized by university for follow–up, escalation resolution, customer service recovery, or other university–approved purposes.– High–volume customer service during peak enrollment periods.– Average speed to answer: 80% of calls answered within 90 seconds during periods of non–peak call volume; 120 seconds during times of peak call volume.– Operational call center with integrated phone, chat, email, and text support.(2) The contract period will be for one year.