Customer Management Service for UK and International Students

Concepts

• bangor
• higher education
• bangor university
• customer management service
• fully bilingual service
• international markets
• prospective students
• customer service facility
• international students
• proactive conversion services

Location

Bangor, Gwynedd

Description

Bangor University requires a bilingual (Welsh and English) customer management service for UK and international students, which seamlessly integrates with University processes, to manage the complete lifecycle from enquiry through to enrolment.

Total Quantity or Scope

Bangor University requires a comprehensive, bilingual (Welsh and English), customer service facility which will provide sector leading support to enquirers through to enrolment, maximising our conversion rates across UK and international markets. Specifically we require as a minimum: - Full integration with University systems for the management of data; - A fully bilingual service in both Welsh and English, with equal availability on demand, reactive and proactive, in both languages across all platforms; - Reactive responses to inbound queries across multiple media and platforms, nurturing relationships with prospective students in the UK and internationally, taking into account time zones; - Proactive conversion services, supporting individuals from enquiry through to enrolment; - Provision of additional resources at key times of the year; - Provision of management data on a regular basis to assess and manage performance; - Segmentation of enquirers and provision of tailored offers to these markets for UK (in Welsh and English) and international; - Access to lead generation opportunities and data.

Award Detail

Renewal Options

The contract will be awarded for three years initially, with the option to extend for a further two years thereafter, up to a maximum term of five years.

Award Criteria

CPV Codes

• 80300000 - Higher education services

Indicators

• Options are available.

Legal Justification

These requirements are highly specialised, in particular the requirement for all UK student communications – reactive and proactive, to be available equally in Welsh and English, and our assessment of the market has not revealed another supplier who has the required experience and ability. Therefore the University believes this supplier is the only provider who can deliver the unique portfolio of essential services, experience, technology and data integration, across the UK and international markets, which we require.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** (WA Ref:125441)