ASU Call Center Support

Appalachian State University (AppState) has issued a Request for Proposal (RFP) for Student Account Call Center Support services, targeting vendors capable of providing comprehensive inbound call center operations during two critical billing periods: Fall Billing (2nd to 4th week in July through August) and Spring Billing (Mid November through Mid January). The procurement seeks a vendor to manage approximately 30-200 daily calls, totaling 3,000-5,000 calls per activation, with the primary objective of handling high-level student account inquiries from prospective and current students, authorized users, faculty, and staff. Key deliverables include establishing a dedicated phone number for call forwarding, maintaining the ability to place callers on hold, demonstrating flexibility in staffing during peak periods, and ensuring a manager can communicate directly with the Office of Student Accounts. Vendors must provide a call center solution that can address inquiries without accessing specific student information and effectively route calls to appropriate departments. The proposal must be electronically submitted through the Electronic Vendor Portal (eVP) by August 26, 2025, at 2 PM EDT, with an expected contract award by September 30, 2025. The initial contract term is one year, with potential renewals for up to three additional one-year terms.

The RFP does not explicitly mention specific set-aside designations or restrictions for disadvantaged enterprises. The vendor must demonstrate domestic call handling capabilities and integrate with Appalachian State's Ellucian Banner ERP system while adhering to detailed operational guidelines outlined in the Call Center Guide. Vendors are required to submit a comprehensive financial proposal that includes total system costs, implementation fees, support costs, and optional items. While specific budget ranges are not explicitly stated, the proposal suggests a complex service requiring sophisticated call center infrastructure and flexible staffing models. The call center must have robust technical capabilities, including call recording for quality control purposes, and the ability to manage high-volume interactions during specific billing cycles. No information is provided about incumbent vendors or existing contractors, indicating this may be a new procurement or a rebid of an existing service contract.