Brazosport College is accepting sealed proposals for:RFP 2025.04Inbound Call Center Services Brazosport College strongly encourages vendors to submit their response to this RFP electronically through the Ion Wave online bidding portal. Email or fax transmittal of proposals will not be accepted. Submissions will not be allowed after the Proposal End Date, The College will not be held responsible for unsubmitted responses. Manual/paper submissions may be mailed with the Original Signed submission and any other requested information in a sealed envelope on the forms provided to: Brazosport College
Business Services - C-127500 College Drive
Lake Jackson, TX 77566Submission envelopes must be clearly marked with the following:
(1) RFP 2025.04: Inbound Call Center Services(2) RFP Due Date and Time & Company Name and Return Address.Manual/paper submissions received after the proposal due date and time will be returned unopened. In case of mailed submissions or correspondence concerning this RFP, the College will not be held responsible for missing, lost, or late mail.The responses will remain under evaluation and will not be available for public review until after approval of award by the Board of Trustees.Brazosport College and the Board of Regents reserves the right to reject any and all proposals and waive any and all formalities and conditions. Brazosport College (BC) shall accept proposals as determined by the College to be in its best interest. It is not the intent of any condition or specification in the RFP to prohibit any responsible vendor from participating in this solicitation.
Background
Brazosport College (BC), located in Lake Jackson, Texas, invites qualified vendors to submit proposals for outsourced call center services. This initiative aims to enhance BC’s responsiveness, customer service, and capacity to manage call volume across key student services.
Founded in 1968, BC offers a range of two- and four-year degree programs, workforce certificates, and university transfer opportunities. The college has been recognized as one of the top 10 community colleges in the nation by the Aspen Institute.
Work Details
The selected vendor will provide comprehensive call center services that include managing inbound calls (17,176 calls in 2024), operating as BC’s primary switchboard, maintaining up-to-date knowledge of college services and events, delivering high-quality customer service, answering questions on admissions and registration processes, guiding students through online applications, providing information on financial aid and payment options, assisting with academic support services, emergency preparedness training for staff, and ensuring compliance with FERPA regulations.
The vendor must also provide bilingual staff (English/Spanish) and maintain technology infrastructure for secure communication.
Period of Performance
The contract is intended for an initial one-year period with the option to renew for four additional one-year terms without competitive proposals. The work schedule will align with the academic calendar of Brazosport College.
Place of Performance
The services will be performed at Brazosport College located at 500 College Drive, Lake Jackson, Texas 77566.
Bidder Requirements
Vendors must provide proof of insurance, complete a Conflict of Interest Questionnaire Form, comply with Texas Government Code regarding criminal history notification and disclosure of interested parties (Form 1295), and demonstrate experience in higher education call center support.
Additionally, vendors are required to meet minimum insurance requirements including Commercial General Liability and Workers' Compensation.
