CC-1724 - USA (South Carolina) - Financial Aid Services with an integrated Call Center - Deadline June 30,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1724

Government Authority located in South Carolina; USA based organization looking for expert vendor for financial aid services with an integrated call center.

[A] Budget: Looking For Proposal

[B] Scope of Service:

(1) Vendor needs to provide financial aid services with an integrated call center solution offered should provide students the ability to navigate self-guided help solutions using mobile devices and access chat with a live operator; provide incident submission tracking, knowledge base search and seamless integration with institutional technology systems,
- Provide better customer service through one call resolution, Very often staff members must call students back to offer additional information or provide help with resolving the issue,
- Ability to prompt students to the next enrolment step has grass-roots measures in place, but those efforts could be strengthened to achieve greater impact and optimize enrolment yields,
-Lack of outbound calling for recruiting campaigns; Outbound calling campaigns are needed during peak enrolment periods when staff are already engaged handling inbound student calls, emails, voicemails, and face to face encounters,
- Staff time spent on the telephone per call is too high; Staff lacks the technology to quickly bring up student information so that processing can be stream-lined and length of call shortened,
- Develop a broad-based knowledge base of information for students to access via the web,
- Operate an In-Bound call center answering student questions regarding financial aid, admissions, registration, account status, and all enrolment services questions or referring them to the appropriate department in a timely and seamless manner,
- Answer all emails with routine Financial Aid questions and forward all non-routine questions to the appropriate Financial Aid Office Personnel,
- Provide incident tracking and resolution across multiple views of open tickets, aging tickets, alert users as they age tickets,
- Provide monthly, pertinent data which may include, but is not limited to; Financial Aid conversion rates; net revenues captured from enrolment management and financial aid case tracking; abandon rates, average seconds to answer calls, calls referred back to customer, average call handle time, types of calls, retention and completion goal attainment, etc.
(2) All questions must be submitted no later than June 17, 2020.
(3) A contract term will be for five 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, 30 June, 2020

Question Answer Deadline : Wednesday, 17 June, 2020

Category : Call Center and Answering, Auditing, Finance and Accounting, Software, System and Application, Staffing Services

Country : USA

State : South Carolina

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