Call Center Services

Agency: University of Mississippi.
State: Mississippi
Level of Government: State & Local
Category:
  • Q - Medical Services
  • V - Transportation, Travel and Relocation Services
Opps ID: NBD15480866806981308
Posted Date: Sep 1, 2020
Due Date: Sep 3, 2020
Solicitation No: RFP - 654
Source: Members Only
Solicitation Title Submission Deadline Date Submission Deadline Time Request Documents Submission Types
RFP - 654 Call Center Services September 3, 2020 1:00 PM 654.pdf
RFP 654 - ADDENDUM 1.pdf
RFP 654 MEMO - Zoom opening.pdf

Paper

Attachment Preview

Request for Bid
Bill To:
The University of Mississippi
Office of Procurement Services
P.O. Box 1848
University, MS 38677-1848
Phone: (662) 915-7448
Email: payables@olemiss.edu
Vendor Address
NAME:
STREET ADDRESS:
CITY, STATE ZIP:
PHONE:
FAX:
Ship To:
The University of Mississippi
Office of Procurement Services
Distribution Center
164 Jeanette Phillips Drive
University MS 38677
Vendor Bid Information submitted by:
Printed Name
_________________________
Signature
_________________________
Delivery Date ARO _________________________
Item Material/Description
Information
THIS IS NOT AN ORDER
RFB Number
Coll. Number
Date
Requisition No.
Buyer/Phone
Bid due on
4100028431
RFP 654
07/31/2020
10163367
Purchasing Dept. / 662-915-7448
09/03/2020
Please return the bid request to Procurement Services.
at the above address. Bids must be returned in the
envelope provided, or addressed with the collective
number and opening date displayed on the outside of
envelope.
Page 1 of 2
Quantity UM
Unit Price
Amount
***IMPORTANT!!! ALL PROPOSALS ARE DUE IN PROPERLY
IDENTIFIED (meaning RFP number MUST be stated on the outside
of the envelope), SEALED ENVELOPES TO THE FOLLOWING:
.
RFP # 654
PROCUREMENT SERVICES
164 JEANETTE PHILLIPS DRIVE
UNIVERSITY, MS 38677
.
NO LATER THAN 1:00 PM, THURSDAY, SEPTEMBER 3, 2020.
YOUR PROPOSAL MUST ARRIVE AT THE PROCUREMENT
SERVICES BUILDING NO LATER THAN THE STATED DATE AND
TIME. PLEASE SEND YOUR PROPOSAL IN A TIMELY FASHION
THAT ALLOWS FOR UNFORESEEN DELAYS BY YOUR CHOSEN
DELIVERY METHOD. IF YOU ARE TRYING TO SUBMIT YOUR
PROPOSAL CLOSE TO THE STATED DATE AND TIME AND
HAND DELIVERY IS IMPOSSIBLE, SHIPPING FEDEX FIRST
OVERNIGHT IS CONSIDERED THE METHOD MOST LIKELY TO
DELIVER PRIOR TO THE STATED DEADLINE.
.
THE UNIVERSITY RESERVES THE RIGHT TO REJECT ALL
PROPOSALS RECEIVED.
.
PLEASE INCLUDE ORIGINAL REQUEST FOR PROPOSAL
DOCUMENTS. PLEASE MAKE SURE ALL DOCUMENTS
INCLUDE YOUR CORRECT NAME, COMPANY NAME, AND
INSTRUCTIONS TO VENDOR
GENERAL SPECIFICATIONS
(1) Bids - All bids will be quoted F.O.B. University or Oxford, Mississippi. No bid will be considered unless F.O.B terms are as stated above. All prices are
to be firm quotations. See 'General Information to Bidder' included with bid packet.
(2) Terms - Bidder will state terms of sale. Our terms are 2% 10 days, net 45 days. These terms will apply unless otherwise specified.
(3) Delivery - Bidder will state in bid delivery that purchaser can expect on each item.
DETAILED SPECIFICATIONS
It is the intent of these specifications particularly where manufacturer's name and/or catalog number is used to select an item of comparable materials
and/or design. It is not the intent to limit the bidding, however, all bidders are cautioned that the listed manufacturer's standards shall be a minimum. It is a
requirement that all bidders who furnish quotations on products of manufacturer other than those listed shall furnish with their bid complete information
together with full specifications of items they propose to furnish.
Request for Bid
Bill To:
The University of Mississippi
Office of Procurement Services
P.O. Box 1848
University, MS 38677-1848
Phone: (662) 915-7448
Email: payables@olemiss.edu
Vendor Address
Ship To:
The University of Mississippi
Office of Procurement Services
Distribution Center
164 Jeanette Phillips Drive
University MS 38677
Information
THIS IS NOT AN ORDER
RFB Number
Coll. Number
Date
Requisition No.
Buyer/Phone
Bid due on
4100028431
RFP 654
07/31/2020
10163367
Purchasing Dept. / 662-915-7448
09/03/2020
Vendor Bid Information submitted by:
Printed Name
_________________________
Signature
_________________________
Delivery Date ARO _________________________
Please return the bid request to Procurement Services.
at the above address. Bids must be returned in the
envelope provided, or addressed with the collective
number and opening date displayed on the outside of
envelope.
Page 2 of 2
Item Material/Description
Quantity UM
Unit Price
Amount
CONTACT INFORMATION (ADDRESS, PHONE NUMBER, FAX
NUMBER, ETC.).
.
SUBMISSIONS SHOULD INCLUDE ONE ORIGINAL AND FOUR
(4) COPIES UNLESS MORE COPIES ARE SPECIFIED.
.
IF YOUR COMPANY IS NEW TO DOING BUSINESS WITH THE
UNIVERSITY OF MISSISSIPPI, PLEASE VISIT
http://procurement.olemiss.edu/new-vendor-application/ . PLEASE
COMPLETE THE W9 AND THE PROCUREMENT AND
ACCOUNTS PAYABLE INFORMATION FORM AND SUBMIT
THESE DOCUMENTS WITH YOUR PROPOSAL.
.
0001
Call Center Services
.
Please see the attached twenty-one (21) page document of
specifications.
1 each
INSTRUCTIONS TO VENDOR
Total $
GENERAL SPECIFICATIONS
(1) Bids - All bids will be quoted F.O.B. University or Oxford, Mississippi. No bid will be considered unless F.O.B terms are as stated above. All prices are
to be firm quotations. See 'General Information to Bidder' included with bid packet.
(2) Terms - Bidder will state terms of sale. Our terms are 2% 10 days, net 45 days. These terms will apply unless otherwise specified.
(3) Delivery - Bidder will state in bid delivery that purchaser can expect on each item.
DETAILED SPECIFICATIONS
It is the intent of these specifications particularly where manufacturer's name and/or catalog number is used to select an item of comparable materials
and/or design. It is not the intent to limit the bidding, however, all bidders are cautioned that the listed manufacturer's standards shall be a minimum. It is a
requirement that all bidders who furnish quotations on products of manufacturer other than those listed shall furnish with their bid complete information
together with full specifications of items they propose to furnish.
UNIVERSITY OF
MISSISSIPPI
RFP #654
REQUEST FOR PROPOSAL
for
CALL CENTER SERVICES
PROPOSALS DUE: September 3, 2020
1:00 PM CT
Page 1 of 21
PART I
INTRODUCTION AND SCOPE OF SERVICES
Introduction
The purpose of this request for proposal is to invite vendors to submit bids for telephone
contact center services to the University of Mississippi's Office of the Bursar and Office
of Financial Aid as outlined below.
The University of Mississippi's Office of the Bursar and Office of Financial Aid will
hereinafter be referred to as "Customer" or “UM”. The selected vendor will hereinafter
be referred to as "Vendor".
Ole Miss: The University of Mississippi
Chartered by the Mississippi Legislature in 1848, the University of Mississippi is a
public, comprehensive, research institution committed to the creation, dissemination,
and application of knowledge through a variety of undergraduate, graduate, and
professional programs as well as public service activities. Also known affectionately as
"Ole Miss", the University was established in Oxford, MS, as a liberal arts institution.
It now offers degree programs in the College of Liberal Arts and nine professional
schools: School of Accountancy, School of Applied Sciences, School of Business
Administration, School of Education, School of Engineering, Graduate School, School
of Journalism and New Media, School of Law, and School of Pharmacy.
The University has 4 Regional campuses all within 70 miles of the Oxford campus:
Tupelo, Desoto County, Booneville, and Grenada. They work in connection with area
community college partners to help students complete their bachelor's and master's
degree programs. Junior, senior and graduate-level college coursework is offered
through day, evening, and online classes.
Total enrollment on the Oxford and Regional Campuses is 19,421. 55% of these
students are Mississippi residents. The University’s enrollment includes students from
every state and 91 foreign countries.
With several years of record growth, the University chose to find innovative ways to
continue to provide excellent customer service and to ensure The Ole Miss experience
remains one of personal interaction. The University first created the Ole Miss Financial
Services Help Line, a toll free nationwide 800 number for students and families, in 2004.
The Help Line answers calls for both the Office of Financial Aid and the Bursar's Office
for our Oxford and Regional Campus students. The Help Line has answered an average
of 80,000 calls each year (see Attachment #1 for Call Volume History for the past 12
months). The University’s peak seasons for calls are: July-September (for the Fall
semester) and January-February (for the Spring semester). In the past, the average speed to
Page 2 of 21
answer has been approximately 30-40 seconds and the average talk time is around 3 minutes
and 8 seconds.
Scope of Services to be Provided by the Vendor
1- Vendor will assume temporary ownership of an already established nation-wide,
toll-free dedicated number owned by the University of Mississippi for exclusive
use of Customer and Customer's constituents.
2- Vendor will pay all associated charges for the toll free number under the terms
of this contract.
3- Vendor will assume the responsibility for Customer's "Student Financial Services
Help-Line" and will receive calls regarding financial aid and bursar issues.
4- Calls received from Customer's telephone lines and from the dedicated phone line
will be answered between 8 am and 5 pm CST, Monday through Friday, excluding
University administrative holidays.
(https://hr.olemiss.edu/payroll/holiday-schedule/ ).
5- Vendor will have a dedicated staff assigned to handle all in-bound calls
from current and prospective students and parents.
6- Vendor will provide its staff members with comprehensive training in high
quality customer service and detailed instructions on the entire financial aid
process (federal, state and institutional-specific), making sure they are
knowledgeable of all the various types of assistance. They will also train
their staff on Customer's billing process and other related issues.
7- Vendor will have real time access to Sigma's "ProSam" computer software
(financial aid) and a web interface through the proprietary "myOleMiss"
portal (bursar) to provide student support services. Vendor will access the
financial aid data and systems through a secure exchange, preferably the
Customer’s Virtual Private Network.
8- Case notes will be logged by Vendor in the Customer's student
information system(s), as appropriate (ProSam and myOleMiss).
9- For questions other than financial aid or bursar (ex: admission or
registration issues), Vendor will refer the caller to Customer's appropriate
department.
10- In cases where the Vendor's representative is unable to provide the information
requested by the caller or Customer’s staff must take action, Vendor will refer the
caller to Customer's financial aid office or bursar's office by logging the referral
into the customer’s referral system, (myOleMiss). Typically 6 to 7% of all calls
are referred back to Customer.
11-Vendor will provide daily and monthly reports with information on the number
of calls answered during such period as requested by customer, which will
include such data as abandoned rates, average seconds to answer calls, calls
referred back to customer, average call handle time, average call wrap time, daily
staffing levels and other pertinent information. Vendor will also provide ad-hoc
reports as requested by Customer.
12- Vendor will participate in weekly and periodic conference calls with Customer
to discuss current issues and plans as needed.
13- Vendor will assume the responsibility and pay all associated charges to stay in
compliance with all State Authorization regulations.
Page 3 of 21
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