Sway shall ensure that its agents are trained on the University's programs, admissions criteria, and value propositions, and shall require agents to act as an authentic extension of the institution.
All communications shall be tailored to prospective student needs with the goal of maintaining engagement and progressing the lead through the enrollment process.
Sway shall verify the interest, eligibility, and readiness of prospective students to proceed with the enrollment process.
Sway shall provide step-by-step support to prospective students during the application process.
Agents shall respond to student questions, clarify requirements, and address barriers to application submission.
Workflows shall be aligned with the University's systems to ensure consistency and continuity.
Sway shall document all interactions in the University's CRM to ensure complete visibility.
Sway shall provide the University with regular reports detailing outreach performance, lead engagement, and outcomes, in a format and frequency agreed upon by the parties.
Sway shall ensure that all agents follow University-approved scripts and business rules.
Sway shall implement quality assurance processes to monitor, evaluate, and enforce consistent service delivery.
All contact center services shall be delivered in alignment with Kentucky State University's admissions processes and business rules. Sway shall maintain quality assurance protocols and compliance standards to ensure consistent, high-quality service delivery. Regular reports will be provided to KSU detailing outreach activity, lead engagement, and outcomes. Kentucky State University shall provide timely access to relevant systems, data, and resources to enable the successful performance of these services. Except as otherwise agreed in writing, Sway's obligations are limited to the scope of services expressly described in this section.