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CC-1633 - USA (Missouri) - Inbound and Outbound Student Support Call Center Services - Deadline March 31,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1633

Government Authority located in Missouri; USA based organization looking for expert vendor for inbound and outbound student support call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 inbound and outbound student support call center services to answer inquiries in relation to admissions and registration, financial aid, advising, cashiering, help desk technical support services
- Utilization of a customer relationship management system that provides a seamless flow of
information between the respondent and college financial aid staff; staff from both
entities will be able to track and share comments to provide a seamless experience for
students,
- Collect and analyze data concerning trends and patterns or inquiries to identify potential
problem areas,
- Operators, except those chosen for their bilingual ability, must have English as their first
and primary language,
- Enrollment Management Outreach (Outbound Calls):
- Outreach campaign to welcome newly admitted students,
- Outreach campaign to students admitted by not enrolled in classes,
- Outreach campaign for late start classes,
- Outreach campaign to new, non-degree seeking students,
- This includes but is not limited to content management, community engagement, the mobile application, collaborate and affiliated plug-ins and add-ons.
- Additional programs might include video and lecture capture, test taking and creation tools, and plagiarism detection software,
- The Help Desk should also provide tier one support for publisher materials and be prepared to assist with basic problems such as login errors and be able to provide instructions for activities such as submitting assignments,
- The Help Desk should also be able to provide basic support for some third-party applications, instructional software and plug-ins including the following:
- Adobe Creative Cloud Products,
- Apple products, including but not limited to OS, iOS, iWork suite,
- Computer Security including spyware and anti-virus,
- Microsoft products, including but not limited to Windows, Office Suite, and Office 365,
- Wireless connectivity, Browsers, ISP, etc.
- This service will include taking calls "after hours" when the college is closed and serving as an over-flow service provider receiving waiting calls from the college's on-site IT Help Desk.
(2) Approximate call volume of at least 11,000 calls (inbound and outbound).
(3) All the questions must be submitted no later than March 13, 2020.
(4) A contract term will be for three years.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Tuesday, 31 March, 2020

Question Answer Deadline : Friday, 13 March, 2020

Category : Call Center and Answering

Country : USA

State : Missouri

RFP Expired

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