Attachment D.9 DLC CSS Phone Call QA Checklist.docx
DOCX document 13 KB Posted
- Attached to
- R699--Veteran Service Support Technicians
- Solicitation number
- 36C79124R0002
About this file
This document contains a quality assurance checklist for phone call monitoring at the Denver Logistics Center call center. The checklist is used to evaluate whether call center employees at the DLC properly greet callers, obtain and confirm customer information and order details, provide accurate order status information, resolve issues or route calls to the correct point of contact, confirm customer satisfaction, and conduct themselves professionally and courteously. Areas for improvement are also noted. The related federal contract opportunity is for call center services to support the Denver Logistics Center. The solicitation number is 36C79124R0002 and the opportunity is named R699--Call Center Services for Denver Logistics Center. The agency is the Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 19.
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Other files
| File | Type | Posted |
|---|---|---|
| 36C79124R0002 0006.docx | DOCX document | |
| 36C79124R0002_4.docx | DOCX document | |
| 36C79124R0002 0004.pdf | ||
| 36C79124R0002 0003 1-9-2024.docx | DOCX document | |
| 36C79124R0002 0001.docx | DOCX document | |
| Attachment D.8 CSSTransactionVolume.xlsx | XLSX spreadsheet | |
| Attachment D.6 Price Schedule updated 12-27-2023.xlsx | XLSX spreadsheet | |
| Solicitation amendment 0001.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 | ||
| 36C79124R0002_2.docx | DOCX document | |
| Attachment D.4 Past Performance Questionnaire.docx | DOCX document | |
| Attachment D.5 Business Associate Agreement.pdf | ||
| Attachment D.7 Information Security Rules of Behavior.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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Text version
| DLC Customer Service Section | Date: | |
| Phone Call Quality Assurance Checklist | Employee Name: |
Greeting (identified self and the DLC) YES NO N/A
Confirmed Veteran name, current address, contact information YES NO N/A
Reason for calling: ORDER SUPPLIES ORDER STATUS OTHER
If OTHER indicate reason for call:
If ORDER SUPPLIES, was order placed correctly? YES NO
Were all supplies ordered confirmed with Veteran? YES NO
If ORDER STATUS, was correct information provided? YES NO
If OTHER was issue resolved or routed to correct POC? YES NO
Did employee confirm the Veteran/caller was satisfied? YES NO
Was employee courteous and professional? YES NO
Any concerns with the phone call? YES NO
If YES provide specific concern(s):
Overall the phone call was: SATISFACTORY UNSATISFACTORY
Indicate any areas for improvement:
Name of monitor: Signature:
File details come from the government source that posted it. Updated .