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CC-2537 - USA (Maryland) - Outbound Admissions Call Center Services - Deadline February 3,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2537

Government Authority located in Maryland; USA based organization looking for expert vendor for outbound admissions call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide outbound admissions call center services during Monday to Friday from 9 am eastern time (ET) - 7:30 pm ET, and Saturday from 10 am ET - 4 pm ET however; agency also requires a partner who can scale up to staff agents for longer hours, all seven days of the week. Eventually, agency may require the partner to provide agents from Monday - Friday 9 am - 9 pm (all time zones in the contiguous US) and Saturday - Sunday 9 am - 4 pm (all time zones in the contiguous US).
- Provide an outbound call within 1 minute of receipt of a student inquiry or applicant from agency with abandon rates less than 2%.
- Provide high-level customer service acting as the initial contact to prospective student inquiries and applicants for the university.
- Set caller ID to be agency.
- Follow agency phone outline on how to qualify prospective agency students.
- Provide a seamless warm transfer process to agency advisors or admissions counsellors resulting in less than 1% drop calls.
- Achieve 100% penetration of the defined outreach strategy.
- Provide ongoing outreach per defined strategy.
- Update and adhere to Do-Not-Call (DNC) requests to ensure compliance.
- Answering calls coming from student inquiries and applicants assigned to the agents for outbound contact with abandon rates less than 2%.
- Servicing rollover calls from agency during high volume times with abandon rates less than 2%. Agency will provide notice to the selected partner for these periods quarterly although there may be additional needs that come up unexpectedly. No less than 14 days’ notice will be given for call roll-over of any significance.
- Answering 80% of inbound calls in 20 seconds or less.
- Providing a seamless warm transfer process to agency admissions advisors resulting in less than 1% drop calls.
- Sending and receiving email to and from student inquiries and applicants through one-to-one email.
- Sending outbound text (SMS) messaging with potential to grow into conversational texting (I.e., back and forth communication between agent and student and applicants).
(2) Approximate work volume will be 10,000 to 20,000 inquiries and incomplete applications per month.
(3) All questions must be submitted no later than January 11, 2023.
(4) Contract term will be two years.

[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 : Friday, 3 February, 2023

Question Answer Deadline : Wednesday, 11 January, 2023

Category : Call Center and Answering

Country : USA

State : Maryland

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