Inbound and Outbound Contact Services for Student Support at North Carolina A&T State University

Background
North Carolina A&T State University is seeking proposals from qualified firms for Call Center Services to provide in bound telephone, chat, text, outbound campaigns, and e-mail support services to handle calls for Student Support Services. The university is looking for a tiered business model that will include clear escalation policies, knowledge management, service level agreements, data analytics, metrics, and extended hours of support.
The services are required to support students, faculty, and staff.

Work Details
The specific areas requiring support include Financial Aid Department, Treasurer Department (Accounts Receivable), Admissions Office, Registrar (Records) Office, and the Center for Academic Excellence – Advising Office. The contract shall have an initial term of three years with the option for renewal for up to three additional one-year terms.

Period of Performance
The initial term of the contract is three years beginning on the date of final Contract execution. The University reserves the right to make separate awards to different Vendors for one or more line items or to cancel this RFP in its entirety without awarding a Contract if it is considered most advantageous to the University.

Place of Performance
North Carolina A&T State University