Specifications include, but are not limited to: The District Board of Trustees of Valencia College, Florida (“College”) is seeking proposals from qualified firms for Call Center Services in accordance with the Scope of Work specified in this Request for Proposals (RFP). The College desires to partner with an innovative company to provide telephone and live chat support services that handle all inbound calls to the College for Student Support Services (Financial Aid, Accounts Receivable Services, Admissions, Registration, Advising, Referral Services, Bookstore and general College information). Proposals should provide evidence/examples of the vendor’s experience supporting departments such as these. While the above-named services are separate functional areas within the College, transparent Student Support Services call center support is required for anyone requesting assistance. Services are required to support students and other callers to the college. Valencia is looking for a tiered business model that will include clear escalation policies, knowledge management, service level agreements, data analytics, metrics and extended hours of support. Service providers should expect specific services to be selected on an as needed basis.
