Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2610

Government Authority located in Pennsylvania; USA based organization looking for expert vendor for student accounts call center service.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide student accounts call center service that must focus on timely responsiveness, outreach, and excellent customer service.
- To provide an inbound student accounts call center service.
- To ensure that the call center services provided results in increased caller satisfaction due to the use of a robust quality assurance model.
- include but are not limited to answering incoming calls and provide comprehensive reports related to all calls at appropriate intervals.
- The vendor will receive calls from telephone lines separately designated for the Office of Student Accounts. The estimated yearly volume is 6,500 - 7,500.
- General and detailed balance inquiries
- Payment instructions and general billing information, including due dates
- Instructions on enrolling in payment plans or making exceptional billing arrangements
- Questions regarding holds and their impact including but not limited to the collections process
- Financial aid status questions, including general guidance regarding disbursement dates and award package impact on billing resolution
- Refunding questions including status of refund, delivery method and troubleshooting non-delivery of funds
- To provide access to the university staff to share data and call statistics. The contact center must be willing and able to submit tickets and referrals on behalf of the students and constituents.
- Vendor shall update the student information system records documenting each contact with Students; statistics reflecting activity and performance and such other matters as may relate, in its reasonable discretion, to the performance of its duties. Experience with Banner application system is required, and vendors shall detail this experience in their submission.
- The vendor will refer the caller to the appropriate department for questions regarding other Millersville business, such as a student admission status or registration.
- Provide reports regarding performance on an agreed upon timeframe. Vendor shall record inbound calls with customers (students and parents). Call recordings shall be accessible by university at any time during normal business hours.
- Vendor shall provide training to university staff on use of the system, if applicable.
- Vendor shall invoice monthly, per call. No advance invoicing or monthly minimums are permitted.
(2) All questions had been submitted no later than March 15, 2023

[*] Eligibility:

- Onshore (USA Only)

[*] Work Performance:

- Performance of the work will be Onsite and Offsite.

Expiry Date : Monday, 27 March, 2023

Question Answer Deadline : Wednesday, 15 March, 2023

Category : Call Center and Answering

Country : USA

State : Pennsylvania

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