RFP 2025.04 Inbound Call Center Services

Brazosport College has issued a competitive Request for Proposal for inbound call center services, seeking qualified vendors to manage and support various student-related inquiries, including admissions, registration, financial aid, emergency response, and general support functions. The contract, with an estimated value ranging from $500,000 to $2,000,000, aims to enhance the college’s responsiveness and operational efficiency by outsourcing call center operations. Proposals must be submitted electronically through the Ion Wave bidding portal by June 18, 2025, with manual submissions accepted only if mailed in a sealed envelope clearly marked with the RFP number, due date, and vendor information. The college reserves the right to reject any or all proposals, waive formalities, and award contracts based on the best interest of the institution, considering factors such as price, vendor reputation, quality, compliance, and long-term value. The solicitation emphasizes detailed vendor requirements, including staffing plans, technology capabilities, security and compliance standards (notably FERPA and Texas Department of Information Resources standards), and experience with integrated systems like the Anthology Student Information System. Bidders must provide comprehensive pricing, including setup fees, per-call and per-minute rates, and confirm whether prices will remain fixed or subject to increases. The contract will include standard terms covering delivery, inspection, and acceptance, with FOB destination in Lake Jackson, Texas. Insurance coverage, conflict of interest disclosures, and compliance with Texas laws—including the disclosure of interested parties via Form 1295—are mandatory. The college also stipulates strict bid submission procedures, requiring signed documentation by authorized representatives, and reserves the right to reject non-compliant or incomplete proposals. Overall, the RFP seeks a reliable, compliant vendor capable of delivering high-quality inbound call center services tailored to support the college’s operational and student engagement goals.