CC-2553 - USA (South Carolina) - Financial Aid Services with An Integrated Call Center - Deadline February 3,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2553

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.
- Will assume the front line/inbound call service for Office of Financial Aid which will contribute to the recruitment and retention of students,
- Provide incident submission tracking, and provide monthly statistics of call volume, hold time, etc.
- Ability to answer all incoming calls.  Despite efforts to implement “seasonal solutions” and respond to all voicemails, there are significant numbers of incoming calls unanswered, unreturned, and/or abandoned.
- Provide better customer service through one call resolution. It is difficult to manage the scope of work due to the increasing volume of student (and prospective student) traffic and increasing demand for instantaneous service
- Assisting a student (whether in person, on the phone, by virtual meeting, or email), the individual faces more than one step in the process that must be accomplished, and often, more than one barrier, thus indicates a need for a Contractor capable of answering a plethora of questions at one call.
- Ability to prompt students to the next enrolment step. While has basic measures in place, those efforts can be strengthened with outbound calling campaigns to achieve greater impact on recruitment and retention.
- Financial aid staff has limited quality time to spend with enrolled student population by answering numerous questions from prospective students who do not enroll (up to 3,000 per cycle).
- Must be able to also answer questions on other aspects of enrolment services (e.g. billing deadlines).
- Ability to provide incident submission tracking and report.
- Must provide the ability to ask timely questions of financial aid staff to assist answering questions that are not considered “Tier 2.”
- Operate an In-Bound call center answering student/parent (and prospective student/parent) questions regarding financial aid and other general enrolment management questions (admissions, registration, account status) or refer customer to appropriate department in a timely and seamless manner.
- Provide timely, efficient customer service to student and parent questions primarily by phone, but also by email as needed.
- Provide all call center and staff technology needs that will integrate with financial aid phone number, Banner system, and financial aid shared drive and email system.
- Provide incident tracking and resolution across multiple views of open tickets.
- Work with to determine routine, dispatching, and escalation policies and procedures.
- Provide case notes in Banner for individual students.
- Participate in weekly or periodic conference calls to discuss current issues and plans.
- Provide backup assistance in answering financial aid emails (answering routine financial aid questions and flagging all non-routine questions for appropriate financial aid staff to handle).
- Provide outbound call campaigns as needed to support recruitment and retention efforts
- Provide monthly, pertinent data which may include, but is not limited to; abandon rates, average seconds to answer calls, calls referred to staff, average call handle time, types of calls, calling campaign results.
- Develop a written knowledge base of information that can be used as a reference guide and for future training for Contractor staff and financial aid staff.
(2) All question must be submitted no later than January 23, 2023.
(3) A contract term will be for five years.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

Performance of the work will be offsite.

Expiry Date : Friday, 3 February, 2023

Question Answer Deadline : Monday, 23 January, 2023

Category : Call Center and Answering

Country : USA

State : South Carolina

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