Contractor Responsibilities: 1. Provide a dedicated staff of agents which only support HGTC. 2. Provide student options through the College’s existing phone IVR, so they speak with a live counselor. A call-back feature must also be available. 3. Operate an In-Bound student lifecycle support center answering student questions regarding Admissions, Registrar, Financial Aid, Student Accounts, Workforce Development, and Bookstore questions or referring them to the appropriate department in a timely and seamless manner. 4. Provide a solution for incident tracking and resolution. 5. System should allow the college flexibility to create reporting fields and appropriate service levels by issue types. 6. Contractor should work with the college staff to determine routing, dispatching, and escalation policies and procedures that are appropriate for the college. The Contractor should be able to offer “warm transfer” services. 7. Solution should include weekly/monthly reports for training. 8. Provide case notes for individual students directly integrated into Ellucian Banner. 9. Contractor will participate in weekly and periodic conference calls and/or in-house meetings with designated college staff or college leadership to discuss current issues and/or plans. 10. Provide an out-bound student lifecycle support center that will support the colleges’ student enrollment campaigns; debt collection services; account management services; and research and data gathering on student enrollment trends...
