Call Center / Contact Services

North Carolina A&T State University is seeking a company to provide comprehensive call center and contact services to support its Student Support Services, including the Financial Aid Department, Treasurer Department, Admissions Office, Registrar Office, and the Center for Academic Excellence - Advising Office. The University requires inbound telephone, chat, text, outbound campaigns, and email support services to handle a high volume of calls. The selected vendor will establish a tiered business model with clear escalation policies, knowledge management, service level agreements, data analytics, metrics, and extended hours of support. The initial contract term is three years, with the option for the University to renew for up to three additional one-year terms. Vendors must demonstrate financial stability, experience providing similar services to higher education or public sector clients, and the ability to meet detailed requirements for staffing, training, technology integration, quality assurance, and project implementation.

This opportunity is open to all qualified vendors. The University will evaluate proposals based on technical and price criteria to select the most advantageous solution. The RFP does not specify any set-aside designations or restrictions on the types of organizations that can respond. No information is provided about any incumbent vendors or existing infrastructure that requires integration. The RFP does not include details about the award value or budget range for this procurement.