ESBD_417381_1746805272534_Section 3 Proposal Requirements.docx

Section 3 Proposal Requirements The Call Center Service Proposal must include the following information:

Executive Summary Company Background & Relevant Experience Approach to Staffing, Training, and Quality Assurance Detailed Work Plan Pricing Structure (flat rate, per-call, hybrid) Technology Capabilities (call logging, reporting, security) Sample Reporting Dashboard References (minimum of three current or former higher education clients) Transition Plan & Timeline for Implementation

The Proposal should also address the below questionnaire General

a. Provide a detailed description of your organization’s experience in handling inbound calls on behalf of other community colleges and specify which areas you provide support services.

b. Describe your approach in providing data for assessing operational effectiveness, as well as your ability to contribute data and recommendations that can be used to improve overall efficiency for the institution. Provide real examples of monthly reports (standard and custom) that your company provides to current college clients. Provide the delivery method in which these reports are provided (Excel, Web, Email, etc.)

c. Discuss how your company would work with BC staff on a daily, weekly, monthly and annual basis to share data, transfer phone calls, resolve customer complaints, track and compile data for operating reports and management review.

d. Provide real examples of the service standards you maintain for current colleges’ customers (i.e. abandon rate, call completion rate, average speed of answer, etc.).

e. Capacity Volume: The vendor’s equipment and staffing must be capable of supporting the call volume for a college with a headcount of 4,000 per semester with an allowance for an increase of 15% over projected volumes during peak times which would be December – January and July - September. Provide a detailed explanation of how you currently meet equipment and staffing needs for your current college customers.

f. Security: The vendor is responsible for ensuring that BC’s communication systems being accessed by vendor staff are secure and protected from unauthorized access. Standard security measures must be taken to control access to software and information at all times. The vendor must show proof of a secure data environment and must describe in detail their standards for security of information and systems that comply with the Texas Department of Information Resources including Texas Risk and Authorization Management Program (TX-RAMP) standards.

g. Describe your company’s implementation timelines and process for your current college call center customers. Include information about comprehensive training of staff and a realistic timeline for implementation of services for BC.

h. A minimum of three references should be provided from Texas community colleges (preferably) that are currently being served and utilize the Anthology Student Information System, specifically Anthology Student and Anthology Reach.

Staffing

i. Describe the methods used to evaluate staff knowledge of financial aid processes and regulations at both the state (Texas) and federal.

j. Describe the processes used to evaluate staff for knowledge and compliance with FERPA regulations. Additionally, provide a detailed account of your organization's experience with and understanding of FERPA regulations and compliance practices.

k. Provide evidence of customer service training of the vendor’s staff to include policy, amount of training and how training is evaluated.

l. Describe the methods used to assess staff proficiency and expertise with the Anthology Student Information System.

System Support

m. Describe and provide supporting documentation demonstrating how your service or application integrates with the Anthology Student Information System.

n. Provide technical requirements, if necessary, for integrating with or connecting to the Anthology Student Information System.

o. Provide a detail list of BC system access requirements to provide call center service.

p. Provide documented Personal Identifiable Information (PII) access management policy, process, and practice.

q. Provide documentation outlining your overall data security and access practices.

r. Provide documentation explaining security options available with your service.

s. Demonstrate that security measures are in place to ensure safety and confidentiality of student data to include both paper and intranet.

t. Provide documentation of your data destruction process, policy and practice.

u. Indicate whether your company permits the use of home-based call center staff.

i. If so, describe how the home-based agents monitored for data security purposes?

ii. In addition, describe how the home-based agents are secured to the internet and your applications?

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