North Carolina eVP #68-68-SOCC0626

UNC System Office seeks external call center staffing services for PBS North Carolina

The University of North Carolina (UNC) System Office is seeking an external call center agency to provide call agent staffing services for PBS North Carolina. - Government Buyer: - University of North Carolina, PBS North Carolina - Services Requested: - Call agent staffing Monday-Friday, 9:00am-5:00pm ET - Agents to answer and field phone calls and voicemails from approximately 105,000 PBS North Carolina members and viewers - Agents must handle account changes, donations, cancellations, and general inquiries - Use of Blackbaud Raisers Edge NXT, Blackbaud Luminate Online, and MVault systems required - Option to provide 24-hour pledge line staffing for new donations and data entry - Unique or Notable Requirements: - Strict compliance with PCI DSS v4.0 and robust data security measures - Annual PCI DSS Attestation of Compliance required - Weekly reporting on call metrics - Strict controls on handling and recording payment and personally identifiable information (PII) - No specific OEMs or vendors are named in the solicitation

Description

This solicitation is a Request for Proposal (RFP) issued by the University of North Carolina for call agent staffing services. The scope includes providing an external call center agency to staff call agents Monday through Friday, 9:00am to 5:00pm ET, responsible for answering and fielding all phone calls and responding to voicemails from PBS North Carolina's members and viewers. The call center must maintain high customer service standards as donations from members constitute the majority of PBS North Carolina's annual budget. The contract term and other specific requirements are detailed in the RFP document.

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