Call Center Services

Auburn University is requesting proposals for call center services supporting enrollment-related departments, with proposals due September 30, 2026 at 10:30 a.m. CDT under RFP AU-2026-0001032. Vendors with offices or employees in Alabama must submit an E-Verify Memorandum of Understanding or a statement confirming no in-state presence.

The scope encompasses multi-channel customer service (phone, email, live chat, text messaging) for Undergraduate Admissions, Financial Aid & Scholarships, and Student Billing, handling approximately 62,527 annual calls. Services must operate during Auburn's standard business hours of 7:45 a.m. to 4:45 p.m. Central Time with flexibility for extended hours during peak periods. The contractor must maintain physical facilities in the Southeastern United States and integrate with Auburn's technology environment including Banner Student Information System, Slate CRM, and other designated platforms. Performance targets include 80% of calls answered within 90–120 seconds (depending on volume), 85% first-contact resolution, 95% overall resolution, and a minimum 4.5 out of 5 customer satisfaction score.

The contract is for an initial one-year term with four optional one-year renewals, billed monthly. Place of performance is the Office of Enrollment Management, 282 Quad Drive, Auburn, Alabama 36849.

Proposers must demonstrate current Banner system experience, provide at least five references from comparable collegiate operations, and comply with FERPA and GLBA. Required insurance includes General Liability ($1 million per occurrence / $2 million aggregate), Errors and Omissions ($2 million minimum), and Cyber Liability ($2 million minimum), with Auburn University named as additional insured. Evaluation is weighted 50% pricing, 20% personnel and training, 15% experience and qualifications, and 10% quality of response. Proposals remain valid for 90 days following submission. Questions must be submitted through the JAGGAER Sourcing Event Portal Q&A Board. Contact Amanda Hallmark at amh0271@auburn.edu or 334-844-3559.