ASU Call Center Support Services

Background
Appalachian State University (AppState), a premier public undergraduate institution in North Carolina, is seeking proposals for Call Center Support Services to assist with high volume student account inquiries. The university serves over 20,000 students and aims to enhance its service delivery during peak billing periods. The call center will handle inquiries from prospective and current students, parents, faculty, and staff, ensuring effective communication and support aligned with AppState's mission of fostering a diverse and inclusive educational environment.

Work Details
The selected vendor will provide inbound Student Account Call Center Services during two high call volume periods: Fall Billing (approximately July 2nd week through August 4th week) and Spring Billing (mid-November through mid-January). Daily call volumes are estimated between 30-200 calls, totaling approximately 3,000-5,000 calls per activation. The call center must have the capability to:

- Answer high-level questions related to student accounts.
- Direct calls to appropriate departments.
- Maintain a dedicated phone line for forwarding calls from AppState’s Office of Student Accounts.
- Hold callers while waiting for an agent.
- Scale staffing during peak times.
- Record calls for quality control and send daily logs to the Office of Student Accounts.
- Provide a Service Level Agreement (SLA) outlining hold time expectations. All calls must be domestic.

Period of Performance
The contract will have an initial term of one year starting from the date of final contract execution, with options for up to three additional one-year renewals at the State's discretion.

Place of Performance
Services will be performed remotely but must comply with North Carolina regulations regarding domestic call handling.

Bidder Requirements
Vendors must be registered as North Carolina vendors in good standing. They are required to complete various attachments including a Financial Proposal (Attachment A), HUB Supplemental Vendor Information (Attachment D), Customer Reference Form (Attachment E), and Certification of Financial Condition (Attachment G). Vendors must also demonstrate experience with similar projects and provide references.