RFP 2025. 04 Inbound Call Center Services

Brazosport College in Brazoria County, Texas, has issued Request for Proposal (RFP) 2025.04 for comprehensive Inbound Call Center Services targeting student support operations. The procurement seeks a vendor to manage approximately 17,176 annual inbound calls across multiple service domains including admissions, registration, financial aid, student support, and emergency communications. The selected vendor must integrate with the Anthology Student Information System, provide bilingual support, demonstrate FERPA compliance, and maintain robust technology infrastructure capable of handling peak volume periods. Evaluation will be point-based across six categories: experience/qualifications (25 points), service comprehensiveness (25 points), cost-effectiveness (20 points), technical capabilities (15 points), references (10 points), and emergency preparedness (5 points). The proposal is due on June 18, 2025, at 2:00 p.m. CST, with an initial contract term of one year and potential for four additional one-year renewals without competitive re-bidding.

While no specific set-aside designations are explicitly mentioned, vendors must complete a Conflict of Interest Questionnaire as required by Texas Local Government Code Chapter 176. The RFP requires vendors to have demonstrated experience in higher education call center support, with preference for vendors with prior experience supporting Texas community colleges. The proposed call center must handle approximately 4,000 students per semester, with scalability to manage 15% volume increases during peak periods. Integration capabilities, data security meeting Texas Department of Information Resources (TX-RAMP) standards, and comprehensive staff training protocols are critical requirements. Although a specific budget range is not detailed, the pricing structure allows for flat rate, per-call, or hybrid pricing models. Vendors must provide references from at least three higher education clients and demonstrate capabilities in secure data management, customer service training, and seamless communication with college staff.