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CC-1739 - USA (South Carolina) - Student Lifecycle Management Services - Deadline August 18,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1739

Government Authority located in South Carolina; USA based organization looking for expert vendor for student lifecycle management services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide student lifecycle management services include in-bound calling services, out-bound callings services and optional chat and texting services.
- The solution offered should provide a staffed call center that has fully integrated capabilities with the college’s operating system that allows for real time answers and solutions to students inquires. The goal is for college staff to be available to concentrate on the more difficult and time-consuming student issues.
1. Limited ability to answer all incoming calls: Despite efforts to implement “seasonal solutions” and best efforts to respond to all voice mails, there are significant numbers of incoming calls unanswered and/or abandoned.
2. Need for 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. Current staff is compartmentalized within their scope of functional areas and while providing accurate, specific information, we are challenged in providing comprehensive answers that involve the overall student enrollment process.
3. Ability to prompt students to the next enrollment step: The goal is to strengthen the process to achieve greater impact and optimize enrollment yields.
4. Staff have a difficulty managing the scope of work due to the increasing volume of student (and prospective student) traffic as well as the increased expectation for instantaneous service. Often, when assisting a student (whether in person, by phone or by email), the student is facing more than one-step in the process that must be accomplished and often, more than one obstacle, thus indicating a need for an integrated service provider capable of answering multiple questions in one call
5. Lack of outbound calls for recruiting campaigns; Outbound calling campaigns are needed during peak enrollment periods when staff is already engaged handling inbound student calls, emails, voicemails, and face to face encounters.
6. More Free Application for Student Federal Aid (FASFA) Packages than students enrolled; Financial Aid staff spends time with students that do not enrol at the College. This prevents staff from having quality time to spend with the enrolled student population.
7. More Admissions applications than students enrolled. Same as above, wastes staff time in having quality time with enrolled student population.
8. Student support centres work in silo’s which creates confusion; if student has a technical support issue they have to call one area, if they have admissions or financial aid questions they call a different number and so on…
9. Limited live support, particularly evenings, weekends or times when the College is closed.
- Contractor Responsibilities: -
a) Provide student options through phone IVR, so they can independently and efficiently determine their status or opt out to speak with a live counselor. ie: call back feature b) Operate an In-Bound call center answering student questions regarding financial aid, admissions, registration, account status, and all enrollment services questions or referring them to the appropriate department in a timely and seamless manner. c) Provide a solution for incident tracking and resolution. d) System should allow the college flexibility to create reporting fields and appropriate service levels by issue types e) Contractor should work with the college staff to determine routing, dispatching, and escalation policies and procedures that are appropriate for the college. f) Solution should include weekly/monthly reports for training. g) Provide case notes for individual students directly integrated into the college’s Ellucian Student Information System (Banner). h) Contractor will participate in weekly or periodic conference calls and/or in-house meetings with designated college staff to discuss current issues and/or plans. i) Provide an out-bound call center that will support the colleges’ student enrollment campaigns; debt collection services; account management services; research and data gathering on student enrollment trends. j) Provide monthly, pertinent data, which may include, but is not limited to; 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. k) Upon request, provide a copy of audio conversation between a student and call center operator, for resolving any student disputes regarding customer service and satisfaction. All calls will be recorded and retained for 4-6 months. l) Contractor will provide the college with a clear plan for mitigating any contract overages by increasing first call resolution and increasing customer satisfaction ratings. m) As needed, train existing college staff to improve efficiencies in process management, troubles

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Tuesday, 18 August, 2020

Pre-proposal Conference Date : Monday, 10 August, 2020

Question Answer Deadline : Tuesday, 28 July, 2020

Category : Call Center and Answering, Software, System and Application

Country : USA

State : South Carolina

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