RFP 1654 Call Center Services (Red Hawk Central)

This contract awards CMD OUTSOURCING SOLUTIONS INC. a five‑year, firm‑fixed‑price agreement to provide comprehensive inbound and outbound call‑center services for Montclair State University’s Red Hawk Central operations. The vendor will integrate with the university’s ServiceNow ticketing system, handle FERPA‑compliant student authentication, and meet performance targets such as ≥ 96 % first‑call resolution and ≤ 30‑second answer speed. The scope includes staffing, training, knowledge‑base management, reporting, and after‑hours support, with a required user‑manual delivery by July 31 2026. • 5‑year fixed‑price term, no escalation or renewal options. • Minimum monthly service fee plus tiered per‑call pricing based on call length. • Mandatory integration with ServiceNow, Zoom Phone, and transition from Ellucian Banner to Workday Student. • Performance metrics: ≥ 96 % first‑call resolution, ≥ 80 % answer‑rate, ≤ 10 % abandoned‑call rate. • Vendor must provide real‑time dashboards, weekly/monthly reports, and maintain call recordings for at least one year.