Attachment D.8 CSSTransactionVolume.xlsx

XLSX spreadsheet 36 KB Posted

Attached to
R699--Veteran Service Support Technicians
Solicitation number
36C79124R0002
Issued by

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Written by GovTribe AI ·

This document contains monthly performance metrics for call center and transaction processing services provided to the Denver Logistics Center of the Department of Veterans Affairs. Key details include monthly call volumes averaging around 50,000 calls with approximately 18,000 answered calls and 30,000 abandoned calls. The call center employs an average of 9 agents answering around 76 calls per day. The document also provides data on monthly email transactions averaging over 10,000 emails requiring processing. On average 6,200 transactions are processed by two agents daily, with around 4,000 remaining unprocessed. Additionally, the data outlines monthly mail-in card transactions averaging over 60,000 requiring processing. Approximately 29,000 transactions are processed by nine agents daily, leaving around 31,900 remaining unprocessed on average. The related federal contract opportunity is for call center services for the Denver Logistics Center under solicitation number 36C79124R0002.

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Other files

File Type Posted
36C79124R0002 0006.docx DOCX document
36C79124R0002_4.docx DOCX document
36C79124R0002 0004.pdf PDF
36C79124R0002 0003 1-9-2024.docx DOCX document
36C79124R0002 0001.docx DOCX document
Attachment D.6 Price Schedule updated 12-27-2023.xlsx XLSX spreadsheet
Attachment D.9 DLC CSS Phone Call QA Checklist.docx DOCX document
Solicitation amendment 0001.pdf PDF
36C79124R0002 0002 12-27-2023.docx DOCX document
36C79124R0002 11-20-2023.docx DOCX document
Attachment D.2 Labor Wage Determination 2015-5419 7-25-2023.pdf PDF
36C79124R0002_2.docx DOCX document
Attachment D.4 Past Performance Questionnaire.docx DOCX document
Attachment D.5 Business Associate Agreement.pdf PDF
Attachment D.7 Information Security Rules of Behavior.pdf PDF
Attachment D.3 Past Performance References.docx DOCX document
Attachment D.1 Contractor Certification Immigation and Nationality Act.docx DOCX document
Attachment D.6 Price Schedule 11.7.23 smm.xlsx XLSX spreadsheet
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call volume

Month/YearCalls Made to CSSTotal Calls AnsweredCalls AbandonedAverage # of Calls 1 x VST/MonthGroup Average/DayAverage # of Agents
Nov.22389351064928286125372.48.5
Dec.22477781725130527191771.69
Jan.23577392013637603201470.910
Feb.23469531724829705191675.39
Mar.23536162047733139240975.18.5
Apr.23409681725023718191776.19
Mar.23425011819024311202179.79
Jun.23503571883131526251176.57.5
Jul.23530902124231848236077.79
Aug.23561812193834243243878.89
Sep.23508861894431942210577.19
Oct.23490541700132053188975.39
Nov.23462741737128903193077.59

Average 48795 18194 30600 2052 76 9

Calls Made to CSS: The total number of calls to the DLC Customer Service Number. Note that these numbers also includes miscellaneous calls such as calls for other facilities and functions that the DLC does not provide. Our system does not filter or categorize these calls that are "not applicable" to the DLC. Total Calls Answered: The total number of calls from the "live" and "call-back" queue that were answered by CSS agents. Calls Abandoned: The total number of calls that were terminated by the caller. Average # of Calls 1 x VST/Month: The average number of calls answered by one agent per month. Group Average/Day: The average number of phone calls answered each day by the number of agents on duty. Average # of Agents: The average number of agents on duty each day of the month.

email transactions

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MonthEmails ReceivedAverage # Transactions/emailTotal Transactions to processTransactions processed by 2 x agentsUnprocessed transactions
Nov.2236902.2811847753343
Dec.2245582.21002834806548
Jan.2348852.21074761644583
Feb.2340552.2892142994622
Mar.2341292.2908452543830
Apr.2347012.21034276262716
May.2336482.2802656452381
Jun.2340052.2881140914720
Jul.2355902.21229883633935
Aug.2346232.21017182341937
Sep.2348972.21077378632910
Oct.2366752.21468595265159
Nov.2346832.21030353514952
Emails ReceivedTotal Transactions to processTransactions processed by 2 x VSTsUnprocessed transactions
average:46261017762053972
Emails Received: Total number of emails received by the Customer Service Section each month. Average # Transactions/email: The average number of transactions (each transaction = one ordered item) per individual email. Total transactions to process: The total number of transactions received via email to process each month. Transactions processed by 2 x agents: The total number of transactions that were processed and completed by the two assigned agents. (CSS Supervisors assign two agents each day to process email transactions). Unprocessed transactions: The number of transactions received via email that are left to process at the end of the workday (these are currently being completed by agents working overtime).

Total Transactions to process Nov.22 Dec.22 Jan.23 Feb.23 Mar.23 Apr.23 May.23 Jun.23 Jul.23 Aug.23 Sep.23 Oct.23 Nov.23 8118.0000000000009 10027.6 10747 8921 9083.8000000000011 10342.200000000001 8025.6 8811 12298.000000000002 10170.6 10773.400000000001 14685.000000000002 10302.6 Emails Received [VALUE]

Nov.22Dec.22Jan.23Feb.23Mar.23Apr.23May.23Jun.23Jul.23Aug.23Sep.23Oct.23Nov.233690455848854055412947013648400555904623489766754683Average # Transactions/email
Nov.22Dec.22Jan.23Feb.23Mar.23Apr.23May.23Jun.23Jul.23Aug.23Sep.23Oct.23Nov.232.20000000000000022.20000000000000022.20000000000000022.20000000000000022.20000000000000022.20000000000000022.20000000000000022.20000000000000022.20000000000000022.20000000000000022.20000000000000022.20000000000000022.2000000000000002Transactions processed by 2 x agents[VALUE]
Nov.22Dec.22Jan.23Feb.23Mar.23Apr.23May.23Jun.23Jul.23Aug.23Sep.23Oct.23Nov.234775348061644299525476265645409183638234786395265351Unprocessed transactions
Nov.22Dec.22Jan.23Feb.23Mar.23Apr.23May.23Jun.23Jul.23Aug.23Sep.23Oct.23Nov.233343.00000000000096547.6458346223829.80000000000112716.20000000000072380.600000000000447203935.00000000000181936.60000000000042910.40000000000155159.00000000000184951.6000000000004

card transactions

MonthCards ReceivedAvg # Transactions/CardTotal Transactions to processTransactions processed by 9 x agentsUnprocessed transactions
Nov.22111762.527940183089632
Dec.22213972.5534931685736636
Jan.23274172.5685432646042083
Feb.23211062.5527652597326792
Mar.23275972.5689932700141992
Apr.23278612.5696532505544598
May.23284832.5712082488746321
Jun.23227462.5568653345423411
Jul.23241292.5603233271827605
Aug.23324642.5811603566245498
Sep.23256862.5642153216732048
Oct.23225992.5564983692519573
Nov.23243982.5609954245818537
Cards ReceivedTotal Transactions to processTransactions processed by 9 x VSTsUnprocessed transactions
averages24389609732907131902
Cards Received: The number of mail-in cards/order forms received for the month. Avg # Transactions/Card: The average number of transactions required to fully process one card/order form (one transaction=one item order placed). Total Transactions to process: The total number of transactions received through mail-in order cards to process each month. Transactions processed by 9 x agents: The total number of transactions processed and completed by the agents assigned to card/order form duty. Unprocessed transactions: The number of transactions left over for the month to be processed (these are currently being completed by agents on overtime)

Total Transactions to process

Nov.22Dec.22Jan.23Feb.23Mar.23Apr.23May.23Jun.23Jul.23Aug.23Sep.23Oct.23Nov.232794053492.568542.55276568992.569652.571207.55686560322.5811606421556497.560995Cards Received
Nov.22Dec.22Jan.23Feb.23Mar.23Apr.23May.23Jun.23Jul.23Aug.23Sep.23Oct.23Nov.2311176213972741721106275972786128483227462412932464256862259924398Avg # Transactions/Card
Nov.22Dec.22Jan.23Feb.23Mar.23Apr.23May.23Jun.23Jul.23Aug.23Sep.23Oct.23Nov.232.52.52.52.52.52.52.52.52.52.52.52.52.5Transactions processed by 9 x agents
Nov.22Dec.22Jan.23Feb.23Mar.23Apr.23May.23Jun.23Jul.23Aug.23Sep.23Oct.23Nov.2318308168572646025973270012505524887334543271835662321673692542458Unprocessed transactions
Nov.22Dec.22Jan.23Feb.23Mar.23Apr.23May.23Jun.23Jul.23Aug.23Sep.23Oct.23Nov.23963236635.542082.52679241991.544597.546320.52341127604.5454983204819572.518537

File details come from the government source that posted it. Updated .