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CC-2555 - USA (Virginia) - Inbound and Outbound Virtual Call Center Services - Deadline February 28,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2555

Government Authority located in Virginia; USA based organization looking for expert vendor for inbound and outbound virtual call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound virtual call center services for financial aid that may include incoming and outgoing calls, emails and chat.
- Monday-Friday 7:00a-6:00pm; Saturday 7:00am- 4pm (during the months of August and January).
- Financial aid call center that can support and handle phone calls and emails generated by a minimum of 35,000 free application for federal student aid (FAFSA) submissions per year and support the finance and student accounts calls that come in through the financial aid office telephone system.
- The major objective is to improve student and parent satisfaction through increased responsiveness to students and parents, and increased accountability through management reporting and tracking of call center activity.
- This outsourced service will respond to a high volume of calls and emails to financial aid and reduce wait times for incoming and outgoing calls and emails.
- Provide virtual financial aid services to include phone, chat and text, with ability to expand services to add other virtual communication modalities, as requested by the university.
(2) Approximate historical call volume was
1. Financial Aid:
- 86,527 calls from April 2020 - July 2021
- 51,495 calls from Aug. 2021 - Aug. 2022
2. Finance (miscellaneous or misdirected):
- 34,995 calls from April 2020 - July 2021
- 26,347 calls from Aug. 2021 - Aug. 2022
(3) All questions must be submitted no later than February 7, 2023.
(4) Contract term will be one year.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Onsite.

Expiry Date : Tuesday, 28 February, 2023

Question Answer Deadline : Tuesday, 7 February, 2023

Category : Call Center and Answering

Country : USA

State : Virginia

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