RFP_Enollment_Mgt_Call_Center_Services+(1) (1).pdf

TABLE OF CONTENTS

Section I: Request for Proposal

Section II: Instructions to Proposers

Section III: Form of Proposal

Section IV: Evaluation Criteria

Section I. Request for Proposal

A. Intent and Scope for the Auburn University Contact Center Contract

The purpose of this Request for Proposal is to identify a qualified service partner to provide customer service support for student-facing offices including Undergraduate Admissions, Financial Aid & Scholarships, and Student Billing. The selected supplier will serve as an extension of the University’s student service operations, supporting prospective students, current students, parents, and other stakeholders across multiple enrollment-related offices.

Services may include support for, but are not limited to:

o Admissions requirements, application processes, and enrollment procedures o Financial aid eligibility, application status, and requirements o Scholarships and funding opportunities o Account balances, billing, and disbursement information o General student service inquiries

Auburn University seeks a partner that can deliver exceptional customer service while providing flexibility to support current operational demands, accommodate seasonal fluctuations in call volume, and adapt to the evolving needs of Enrollment Management.

• Background

Auburn University is a public, land-grant research university focused on improving lives through education, research, and service. The Enrollment Call Center will function as an extension of Auburn University’s Enrollment management operations. The selected partner will represent the university by delivering high-quality customer support through phone, email, live chat, text messaging, and other approved communication channels while reflecting Auburn University’s commitment to excellence, collaboration, innovation, and continuous improvement.

Due to significant fluctuations in call volume throughout the academic year—particularly during deadlines affecting admissions, financial aid, registration, billing, orientation, and the beginning of each semester, the University requires a partner capable of managing both routine and peak operational demands including:

o High-volume customer service during peak enrollment periods o Support for both general and complex student service inquiries o Seamless service across multiple departments o Flexible staffing models that scale with demand o Systems Environment

The University utilizes systems including:

o Student Information System (e.g., Banner) o CRM and communication platforms (e.g. Slate) o Additional supporting systems as required

The successful partner must demonstrate the ability to operate effectively within Auburn University’s technology environment and upon award, must maintain accurate documentation of all customer interactions within University-designated systems in accordance with institutional policies and applicable regulations.

The partner shall implement and maintain comprehensive onboarding, training, quality assurance, and knowledge Management programs to ensure staff provide accurate, consistent, and timely service throughout the contract term. Staff must demonstrate proficiency in university processes, applicable federal regulations, and customer service best practices prior to providing student support. The partner will be expected to maintain ongoing training, quality assurance, and knowledge Management programs to ensure accurate, consistent, and timely service throughout the duration of the contract.

Additional operational data relevant to the service areas is provided on Appendix A.

• Requirements

General Call Center Operations o Demonstrated experience providing multi-channel support (phone, email, and live chat) to institutions of higher education within the United States.

o Operate during Auburn’s standard business hours (7:45am-4:45pm CT), with options for extended hours during peak periods (e.g., admission deadlines, financial aid disbursement).

o Operate from physical facilities located in Southeastern U.S.

o The Contractor must have the capability to conduct outbound calls when authorized by Auburn University for follow-up, escalation resolution, customer service recovery, or other University-approved purposes. Outbound calling shall be performed in accordance with applicable laws, University policies, and approved scripts or procedures.

o Utilize a robust knowledge base system for consistent and accurate information dissemination.

o Implement clear escalation protocols for complex inquiries requiring specialized support.

o Documentation of interactions within university systems.

Undergraduate Admissions and Recruitment Support o Respond to general questions about Auburn’s admission requirements, deadlines, and processes.

o Provide updates on application status and next steps in the enrollment process.

o Assist students experiencing technical issues with the online application process o Respond to general recruitment and enrollment inquiries.

Financial Aid and Scholarships Support o Respond to questions regarding FAFSA completion, financial aid eligibility, verification, and award information.

o Assist students with scholarship opportunities and application processes.

o Provide guidance regarding loan counseling, financial aid timelines, and disbursements.

o Troubleshoot common financial aid issues prior to escalation.

Student Billing and Student Accounts Support o Assist with tuition and fee inquiries, payment options, and account balances.

o Guide students through setting up payment plans and resolving holds on accounts.

o Address billing portal navigation and troubleshooting issues.

Customer Feedback and Continuous Improvement o Conduct post-interaction surveys to evaluate customer satisfaction with responsiveness, resolution quality, and overall experience.

o Quarterly business reviews with Enrollment Management leadership.

o Trend analysis and service improvement recommendations.

o Collaborate with Auburn’s Enrollment Management leadership to recommend and implement process improvements based on survey feedback and analytics.

Performance Metrics o The Contractor will be evaluated against the following performance metrics:

Average Speed to Answer: 80% of calls answered within 90 seconds during periods of non-peak call volume; 120 seconds during times of peak call volume.

First Contact Resolution Rate: 85% of inquiries resolved without escalation.

Overall Resolution Rate: 95% of inquiries resolved within a mutually defined timeframe.

Customer Satisfaction Score (CSAT): Minimum average score of 4.5 out of 5 (90%) on post-interaction surveys.

Key Deliverables o Operational Call Center with integrated phone, chat, email, and text support.

o Strict compliance to FERPA, GLBA, and applicable data security standards.

o Comprehensive training materials tailored to Auburn’s policies and procedures.

o Monthly performance reports including:

Channel usage statistics (phone, chat, email, text).

Resolution rates, escalation trends, and customer satisfaction survey results.

o Quarterly process improvement recommendations based on data and feedback.

o Performance reporting for any outbound calling campaigns or re-enrollment programs that are commissioned by Auburn.

o Real-time access to performance dashboards for Auburn leadership.

• Term of Contract o This contract will be awarded for an initial term of one (1) year with the option of renewing for four (4) additional one (1) year terms.

o Services shall be billed monthly.

B. Proposal Overview and Definitions

• Proposals will be received until 10:30 AM CDT on the specified date.

• Throughout the remainder of this Request for Proposal, all entities involved will be referred to as follows:

• Auburn University will be referred to as “University” or “AU”.

• Entities submitting proposals will be referred to as “Proposer.” The awarded service provider will be referred to as “Contractor.”

• This document will be referred to as “RFP”.

Section II. Instructions to Proposers

A. Proposal Response

• Proposals should be submitted to the Procurement & Business Services Sourcing Event Portal on or before the time and date set for closing.

• Pursuant to the provisions of the State of Alabama Competitive Bid Law rules and regulations adopted there under, sealed bids will be received on the items noted herein by Procurement and Business Services of Auburn University, until the date and time stated.

• All bids are to be "F.O.B. Destination - Freight Prepaid and Allowed."

• Alabama law (Section 41-4-116, code of Alabama 1975) provides that every bid submitted and contract executed shall contain a certification that the vendor, contractor, and all of its affiliates that make sales for delivery into Alabama or leases for use in Alabama are registered, collecting, and remitting Alabama state and local sales, use, and/or lease tax on all taxable sales and leases into Alabama. BY

SUBMITTING THIS BID, THE BIDDER IS HEREBY CERTIFYING THAT THEY ARE IN

FULL COMPLIANCE WITH ACT NO. 2006-557, they are not barred from bidding or entering into a contract pursuant to 41-4-116, and acknowledges that the awarding authority may declare the contract void if the certification is false.

Bidder certifies that neither it, nor any of its employees who will provide or perform services under this contract have been debarred, suspended or declared ineligible as defined in the Federal Acquisition Regulation (FAR 48 C.F.R. Ch. 1 Subpart 9.4).

Bidder will immediately notify the University if the Bidder or any of its employees who will provide or perform services under this contract is placed on the Consolidated List of Debarred, Suspended, and Ineligible Bidders.

• AU reserves the right to award in whole or in part, by line item, or make multiple awards, where such action serves Auburn University’s best interest.

• Proposers may withdraw proposal at any time prior to the time and date set for opening.

• The University reserves the sole and exclusive right to reject or accept any or all proposals and to waive any informality in proposal. The best interest of the University and their subsequent facilities shall be considered as the number one determining factor in selecting or not selecting a Proposer.

• No department, school, or office at the University has the authority to solicit official proposal other than Procurement and Business Services. All solicitation is performed under the direct supervision of the Director of Procurement and Business Services and in complete accordance with the University policies and procedures.

• The University reserves the right to conduct discussions with proposers, and to accept revisions of proposals, and to negotiate price changes. The University will make reasonable efforts to protect proprietary information but all records are subject to State of Alabama open records laws.

• Proposers submitting proposals which meet the selection criteria and which are deemed to be the most advantageous to the University may be requested to give an oral presentation to a selection committee. Procurement and Business Services will schedule the presentations.

• The University is committed to the development of Small Business and Small Disadvantaged business (SB & SDB) suppliers. If subcontracting is necessary, the contractor will make every effort to use SB & SDB in the performance of this contract. Reporting will be required throughout the duration of the contract indicating the extent of SB & SDB participation.

• The Suppliers shall indemnify, defend, and hold harmless the University, its officers, agents, and employees from any claims, damages, and actions of any kind or nature arising from or caused by the use of any materials, goods, equipment, or services furnished by the Supplier, provided that such liability does not attribute to the sole negligence of the University.

• The successful supplier will have to attest to the following: By signing this contract, the contracting parties affirm, for the duration of the agreement, that they will not violate federal immigration law or knowingly employ, hire for employment, or continue to employ an unauthorized alien within the state of Alabama, Furthermore, a contracting party found to be in violation of this provision shall be deemed in breach of the agreement and shall be responsible for all damages resulting therefrom.”

• Read and comply with all instructions, specifications, General Terms and Conditions, and Bid Conditions.

B. Insurance

All insurance guidelines can be found on the Auburn University Risk Management & Safety website. https://ba.auburn.edu/rms/risk-management-insurance/insurance-requirements/#insurance-guidelines-for-technology

• By submitting responses, each Proposer certifies that it understands this RFP and has full knowledge of the scope, nature, and quality of the work to be performed, the detailed requirements of the services to be provided, and the conditions under which the services are to be performed. Each Proposer also certifies that it understands that all costs relating to preparing and responding to this RFP will be solely the responsibility of the Proposer.

• Proposers are cautioned to read the information contained in this RFP and on Auburn University’s Risk Management & Safety website carefully and to submit a complete response to all requirements and questions as directed.

• Contractor must provide proof of insurance through the issuance of a certificate of insurance and showing coverage and limits as specified below. Contractor must also provide an endorsement or confirmation in writing that the university has been added as an additional insured by endorsement for ongoing and completed operations. Certificates and endorsements must be filed with the university department who initiated the contract as well as Risk Management & Safety (send to aurmi@auburn.edu) before the Contractor is permitted to begin work. Contractor shall maintain limits and coverages as follows:

a) General Liability Limits: Throughout the term of this Agreement, Contractor will maintain in force

Comprehensive General Liability including Product Liability insurance, with minimum limits of 1 million dollars per occurrence, 2 million dollars in the aggregate. Coverage must be written on an occurrence form. All insurers must https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fba.auburn.edu%2Frms%2Frisk-management-insurance%2Finsurance-requirements%2F%23insurance-guidelines-for-technology&data=05%7C02%7Cmbs0016%40auburn.edu%7Cab01f82a3c2548f3a62a08dee9be8c93%7Cccb6deedbd294b388979d72780f62d3b%7C0%7C0%7C639205201778361375%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=bXQgtz%2BVHbPVC12wZpMzabJKGwMWF5vthtBqOOhaplc%3D&reserved=0 https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fba.auburn.edu%2Frms%2Frisk-management-insurance%2Finsurance-requirements%2F%23insurance-guidelines-for-technology&data=05%7C02%7Cmbs0016%40auburn.edu%7Cab01f82a3c2548f3a62a08dee9be8c93%7Cccb6deedbd294b388979d72780f62d3b%7C0%7C0%7C639205201778361375%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=bXQgtz%2BVHbPVC12wZpMzabJKGwMWF5vthtBqOOhaplc%3D&reserved=0 be licensed to do business in the State of Alabama, and possess a minimum A.M. Best Rating of A-, size VII. If the Contractor carries higher limits (including Excess Liability Coverage), such limits must be shown on the certificate.

Additional Insured Status: Contractor is required to add the Institution to its General Liability insurance policies by endorsement with the following wording:

Auburn University, its Board of Trustees, Trustees individually, Administrators, Faculty, Staff and Agents, are hereby added to this policy as additional insured for ongoing and completed operations.

Primary Coverage: Auburn University requires that all policies of insurance for general liability related to this project/activity/agreement be on a primary basis, as respects any other insurance coverages and/or self-insurance carried by the university. Any insurance and/or self-insurance maintained by Auburn University shall be excess and non-contributory. The primary coverage must be noted on the certificate of insurance or the endorsement.

Other Conditions: A waiver of subrogation shall be granted in favor of Auburn University and its Board of Trustees, Trustees individually, administrators, faculty, staff, and agents. Furthermore, the Contractor’s insurance policies must be underwritten by a carrier rated at least A- in A.M Best Key Rating Guide, and provide that coverage shall not be suspended, voided or canceled, except with 30 days prior written notice to the University, except when cancellation is for non-payment of premium; then ten 10 days prior written notice may be given.

For any insurers who refuse to provide the required notice, the Contractor or its insurance broker shall agree to notify the University of any cancellation, suspension or non-renewal within 7 days of receipt of insurer’s notification to that effect.

These insurance requirements shall not be construed as limiting in any way the extent to which Contractor may be held responsible for the payment of damages to any persons resulting from its operations or the activities of any person or persons for whom it is liable.

b) Errors and Omissions (E&O), Technology E&O / Technology Products E&O, and Cyber Liability

The following insurance is required for contracts for information technology (IT) products and services, such as system integration, programming, and data management:

• Errors and Omissions (E&O), Technology E&O / Technology Products E&O with a minimum limit of 2 million dollars

• Cyber Liability with a minimum limit of 2 million dollars; including o Liability for network security failures or privacy breaches, including loss or unauthorized access, use or disclosure of University Data, whether by Contractor or any of subcontractor or cloud service provider used by Contractor;

o Costs associated with a privacy breach, including notification of affected individuals, customer support, forensics, crises management / public relations consulting, legal services of a privacy attorney, credit monitoring and identity fraud resolution services for affected individuals (any sublimits for claims associated with this item shall be no less than 50% of the main policy limit);

o Expenses related to regulatory compliance, government investigations, fines, fees assessments and penalties;

o Liability for technological products and services;

o PCI fines, fees, penalties and assessments;

o Cyber extortion payment and response costs;

o First and Third Party Business Interruption Loss resulting from a network security failure;

o Costs of restoring, updating or replacing data;

o Liability losses connected to network security, privacy, and media liability.

Additional Insured: Auburn University and its Board of Trustees, Trustees individually, administrators, faculty, staff, and agents must be named as an additional insured under E&O, Technology E&O / Technology Products E&O and Cyber Liability coverage sections. Further, an appropriate endorsement deleting the Insured vs. Insured exclusion must be evidenced, so as not to impede a claim by Auburn University and its Board of Trustees, administrators, faculty, staff, and agents for a wrongful act of Contractor.

Other Conditions: Contractor will be responsible for any and all deductibles, self-insured retentions, or waiting period requirements. A waiver of subrogation shall be granted in favor of Auburn University and its Board of Trustees, Trustees individually, administrators, faculty, staff, and agents. All insurance carrier(s) must carry an A.M. Best rating of at least A-, Class VIII.

If coverage is written on a claims-made basis, then:

• the retroactive date shall be prior to the commencement of work, and

• Contractor shall purchase an Extended Reporting Period for at least a two year period in the event that coverage is cancelled or non-renewed at any time during and up until the project completion signing date.

Section III. Form of Proposal

A. Proposal Format

• Proposals should be submitted in Excel® and/or Adobe PDF® formatting only.

o If there is any information or required submittals, which due to size limitations cannot be incorporated following the preferred formatting, please note for the evaluator where the information can be found in the response.

o Proposal should use the same titles as found in the RFP document.

B. Tabular / Paginated Format

• Tab 1: Executive Summary and RFP Response o A one to two page executive summary of the Proposer’s proposal, including brief descriptions of the company’s expertise supporting a contract of the size and scope described in the RFP, and how the Proposer plans to address the University’s requirements.

o A response to the Supplier Questionnaire (Attachment B)

• Tab 2: Pricing o Pricing provided must cover all items as defined in Section IV of this RFP.

• Tab 3: Contact Information o Contact name(s) and title(s) of the individual(s) responsible for the company’s proposal and negotiation during this RFP process.

• Tab 4: Experience o A listing of the company projects/customers similar in size and scope to the services described in the RFP. This list must include the name, telephone, and email address of the client contract administrator. If applicable, please list examples of services rendered in the state of Alabama, particularly within institutions of higher learning. (Attachment A)

• Tab 5: Contract o Sample contract for review by Auburn University.

Section IV. Evaluation Criteria

• In awarding the contract, the University may take into consideration the skill, facilities, capacity, experience, ability, responsibility, previous work, reputation, and financial standing of the Proposer, as well as the amount of other work being carried on by the Proposer. The inability of any Proposer to meet the requirements mentioned above may be cause for rejection of proposal.

• Selection shall be made in the best interest of the University. An Agreement will be awarded to the successful Proposer who, in the opinion of the University, has best demonstrated competence and qualification for the type of services required at fair and reasonable prices/compensation and whose proposal is deemed to be in the best interest of the University.

• Where contract negotiations with a Proposer do not proceed to an executed contract within a time deemed reasonable by the University, the University may reconsider the proposal of other Proposers and, if appropriate, enter into contract negotiations with one or more of the other Proposers. Proposals shall remain valid and current for the period of 90 days after the closing date and time for submission of proposals.

• The Proposer and University agree that time is of the essence in all respects concerning the award of contract and performance hereunder.

Criteria Score Weight

Pricing

• Payment Structure o Per-call pricing o Set-up and implementation costs o Any recurring fees

50%

Experience & Qualifications

• Demonstrated organizational history, agency overview, and relevant experience sufficient to allow the University to evaluate the Proposer’s ability to provide the required contact center services.

• Relevant experience

• Demonstration of the selected agency’s prior successful experience with the specified activities at the specified and designated institution types

• References (Attachment A)

15%

Personnel, Training & Planning

• Demonstrated staffing methodology for maintaining appropriate service levels during routine and peak operating periods.

20%

Business Continuity

• Demonstrated ability to provide uninterrupted service throughout the contract term

5%

Quality of Response

• Understanding of the nature of the project

• The Proposer’s compliance with all requirements of the RFP specifications

10%

• The selected agency’s proposed commitment to its relationship with the University and customers

• Detailed proof of all requested qualifications and specified services

Attachment A. References

Proposers are required to submit at least five (5) references for whom the Proposer has provided services like those outlined within the RFP specifications. Additionally, Proposers must submit at least one (1) comparable collegiate operation in which the Proposer currently operates. Include institution name, contact person, contact phone number, and contact email address.

University / College Name

Contact Person Contact Phone Number

Contact Email Address

Years Serviced (example:

2020- 2024)

Currently Servicing?

(Yes/No)

ERP Student Information Systems Used

Attachment B. Supplier Questionnaire

Proposers must provide clear, concise, and well-organized responses to each section below. Responses provided in this Attachment will be used to evaluate the Proposer’s demonstrated competence, qualifications, and ability to meet the service requirements outlined in this RFP, consistent with the Evaluation Criteria in Section IV.

Proposers must include measurable performance targets where applicable. Responses shall clearly define how performance is tracked, monitored, and improved over time.

Proposers must also provide documented performance data where applicable, including baseline performance metrics from comparable client engagements and average performance over the most recent three (3) year period. Performance data should be clearly defined, supported by examples where possible, and aligned to services similar in size and scope to those requested in this RFP.

Additionally, Proposers may provide additional relevant information that would assist Auburn University in evaluating the proposal.

A. General Information Evaluation Focus: Experience & Qualifications; Quality of Response Provide the following:

• Location of corporate office and any service center location(s) that will support this contract. Please note, according to Dear Colleague Gen 15-01, “To protect the interest of institutions, taxpayers, and students, an institution may not contract with a third-party servicer to perform any aspect of the institution’s participation in a Title IV program if the servicer (or its subcontractors) is located outside of the United States and/or is owned or operated by an individual who is not a U.S. citizen or national, or a lawful U.S. permanent resident. This prohibition applies to both foreign and domestic institutions.”

• Length of time the organization has been in business

• Length of time the Proposer has provided call center support for financial aid, admissions, and registrar/records offices for institutions of higher education.

• Years of experience providing higher education contact center services

• Overview of the proposed project team, including structure and key roles

• Availability of bilingual agents and languages supported

• Description of service-level tracking metrics (e.g., response time, abandonment rate)

• Description of escalation procedures, including escalation rates and resolution timelines

B. Staffing Evaluation Focus: Personnel, Training & Planning Provide the following:

• Hiring practices, including screening processes, background checks, and minimum qualifications

• Number of staff assigned to Auburn University during standard operations

• Position descriptions for roles dedicated to Auburn University (if applicable)

• Approach to staffing during peak periods, including surge capacity

• Methods used to evaluate staff knowledge (e.g., financial aid, regulations, systems)

• Training and evaluation processes ensuring compliance with FERPA, GLBA, and data security standards

C. Training – Staff Evaluation Focus: Personnel, Training & Planning Provide the following:

• Initial training programs for new staff

• Ongoing training and professional development approach

• Training related to Auburn University policies and procedures

• System-specific training (e.g., Banner or equivalent systems)

• Processes for updating training based on regulatory or institutional changes

D. Training – University Liaisons Evaluation Focus: Personnel, Training & Planning Provide the following:

• Training provided during implementation and onboarding

• Methods used to train University stakeholders on systems, tools, and service processes

E. Services Evaluation Focus: Quality of Response; Personnel & Planning Provide the following:

• Hours of operation, including standard and extended support during peak periods

• Processes for identifying, documenting, and communicating service issues or errors

• Description of service philosophy and how it is implemented and measured

• Explanation of how historical performance data supports the Proposer’s ability to meet proposed service levels

• Process for promptly identifying, documenting, and communicating to Auburn University any errors discovered by an operator on a student record, including the proposed notification timeline, escalation path, and corrective action procedures.

F. Customer Feedback and Continuous Improvement Evaluation Focus: Quality of Response Provide the following:

• Methods used to capture customer feedback (e.g., surveys, follow-up communications)

• Processes used to analyze and report customer feedback

• Approach to developing and delivering process improvement recommendations, including frequency

G. System Support Evaluation Focus: Experience & Qualifications; Business Continuity Provide the following:

• Integration capabilities with Auburn University student information systems (Ellucian Banner)

• Provide Ellucian Banner system experience and documentation of current clients that are using this system.

• Technical and operational requirements for implementation and service delivery

• Documentation related to system integration

• System access requirements for staff and stakeholders

H. Compliance and Security Evaluation Focus: Experience & Qualifications; Business Continuity Provide the following:

• Description of compliance with applicable regulatory standards, including:

o Family Educational Rights and Privacy Act (FERPA) o Gramm-Leach-Bliley Act (GLBA) o NIST Special Publication 800-171

• Overview of organizational data security practices and controls, including:

o Policies governing Personally Identifiable Information (PII) access and management o User access controls, authentication, and authorization processes

• Documentation describing data governance practices, including data classification, handling, and storage

• Data retention and destruction policies and procedures

• Description of system security features, including monitoring, encryption, and access controls

• Incident response procedures, including identification, escalation, and resolution of security events

• Business continuity and disaster recovery plans, including contingency strategies to maintain operations during disruptions

I. Reporting Requirements Evaluation Focus: Quality of Response; Performance Measurement Proposers must provide detailed reporting capabilities and documented performance results.

• Identify reporting frequencies (daily, weekly, monthly, quarterly, annual).

Performance Metrics Requirements:

• Provide baseline performance metrics from at least one (1) comparable client engagement of similar size and scope.

• Provide three (3) year average performance for the metrics listed below, where available.

• Clearly define each metric and the methodology used for measurement.

• Indicate whether metrics reflect actual historical performance or proposed service-level targets.

Required Metrics:

Metric (UOM) Baseline (Comparable Client)

3-Year Average

Target (Proposed for

AU)

Collection Method

Call Volume (n)

Average Speed to Answer

80% of calls answered within 120 seconds

First Contact Resolution Rate (n

85% of inquiries resolved without escalation

Overall Resolution Rate

95% of inquiries resolved within a mutually defined timeframe

Customer Satisfaction

(CSAT)

Minimum average score of 4.5 out of 5 on post-interaction surveys

Escalation Rate

Channel Usage (phone, chat, email, text)

• Describe how performance is monitored, reported, and used for continuous improvement.

• Describe availability of real-time dashboards for University leadership.

J. Supervision Evaluation Focus: Personnel, Training & Planning Provide the following:

• Identification of supervisory personnel responsible for real-time oversight

• Processes for providing real-time support to agents during service interactions

• Quality assurance practices, including monitoring, evaluation, and call review processes

K. Implementation Evaluation Focus: Business Continuity; Personnel & Planning Provide the following:

• Earliest possible start date following contract execution

• Detailed implementation plan, including key tasks, milestones, and timelines

• Identification of potential risks and challenges associated with implementation

• Strategies to mitigate identified risks and ensure successful deployment

L. Value-Added Services Evaluation Focus: Quality of Response Provide the following:

• Description of additional services not otherwise specified in this RFP

• Explanation of how these services support Auburn University’s objectives

• Identification of unique capabilities or differentiators that provide added value

M. Proposer Qualifications

Evaluation Focus: Experience & Qualifications; Business Continuity Provide the following:

• Overview of the organization, including company history and core service offerings

• Total number of employees and organizational structure relevant to the services described in this RFP

• Ownership structure, including identification of parent companies, subsidiaries, or affiliates

• Disclosure of any material financial conditions, including:

o Bankruptcy filings o Loan defaults o Existing liens, claims, or legal actions

• Identification of any previous company names or organizational changes

• Description of any current or anticipated mergers, acquisitions, or ownership changes, including the expected impact on operations and service delivery

• Statement of organizational stability and capacity to provide services throughout the term of the contract

Appendix A Auburn University Operational Data Sheet

The information below is provided to assist Proposers in understanding Auburn University's enrollment operations and anticipated service demands. The data is intended to support staffing models, implementation planning, technology recommendations, and pricing.

A. University Profile

a. Institution Type Public, Land-Grant Research University

b. Total Student Enrollment Approximately 35,000

c. Undergraduate Enrollment 26,874

i. New Freshmen 6,112

ii. New Transfer 1,326

B. Undergraduate Admissions

a. First-Year Applications 63,540

b. First-Year Admits 29,500

c. Campus Visits 11,300+

C. Financial Aid and Scholarships

a. FAFSA Applications Submitted 50,836

b. Students Awarded Financial Aid 28,161

c. FAFSA Applications Processed 28,161

d. FAFSA Verification Files 2,526

e. Students Receiving Institutional Scholarships 15,438

D. Annual Call Volume by Office

Office Annual Calls Undergraduate Admissions 29,934 Student Billing 18,434 Financial Aid 9,653 Scholarships 2,886 Receptionist 1,620

TOTAL 62,527

*Receptionist line was removed from the University’s phone tree during the measurement period

E. Monthly Call Volume

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec*

5,960 4,329 4,561 5,221 4,531 3,135 6,306 7,501 5,389 5,877 5,364 4,353

*The university closes for operations at the end of the third week of December and opens again in the first week of January

F. Technology Environment

a. Banner Student Information System

b. Touchnet

c. NextGen Scholarship Manager

d. Slate CRM

e. Microsoft 365

f. University Telephony Platform

g. Knowledge Management Platform

h. Additional University-supported systems as required