Enrollment Management Call Center Services
Auburn University
Original Solicitation Links
AU-2026-0001032
]call center services
Contact
Submission Instructions
Description
Auburn University seeks a qualified service partner to operate an enrollment-focused call center supporting Undergraduate Admissions, Financial Aid and Scholarships, Student Billing and Student Accounts, and related student service inquiries. Required channels include phone, email, live chat, text messaging, and authorized outbound calling. The contractor must support routine and peak-period demand, operate during standard business hours with potential extended hours, maintain facilities in the Southeastern United States, and document interactions in university-designated systems. The scope includes staffing, onboarding and ongoing training, knowledge management, escalation procedures, quality assurance, customer surveys, monthly performance reporting, quarterly process-improvement recommendations, real-time dashboards, and compliance with FERPA, GLBA, NIST Special Publication 800-171, and applicable data-security requirements. The contractor must demonstrate higher-education contact-center experience, support integration with systems including Banner, Slate, and related platforms, and provide at least five comparable references, including one currently operating collegiate contact center. The initial contract term is one year with four additional one-year renewal options.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- General Liability — $1,000,000.00
- Errors and Omissions / Technology Errors and Omissions — $2,000,000.00
- Cyber Liability — $2,000,000.00
- Minimum 5 references
- Client point of contact required for each reference
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