MAS - Disabled Veterans Call Center LLC - 47QTCA20D00BM

https://www.disabledveteransolutions.com/

GENERAL SERVICES ADMINISTRATION

FEDERAL SUPPLY SERVICE

AUTHORIZED FEDERAL SUPPLY SCHEDULE CATALOG/PRICE LIST

On-line access to contract ordering information, terms and conditions, up-to-date pricing, and the option to create an electronic delivery order is available through GSA Advantage!, a menu-driven database system.

The INTERNET address for GSA Advantage! is http://www.gsaadvantage.gov

SCHEDULE TITLE: Multiple Award Schedule

SIN 561422 Automated Contact Center Solutions (ACCS) FSC/PSC Code: D399

CONTRACT NUMBER: 47QTCA20D00BM

CONTRACT PERIOD: June 22, 2020, through June 21, 2025

For more information on ordering from Federal Supply go to this website: www.gsa.gov/schedules

CONTRACTOR:

Disabled Veterans Call Center, LLC 2323 West 38th St.

Erie, PA, 16506-4503 Phone number: 814-651-0720

E-Mail: info@disabledveteransolutions.com

CONTRACTOR’S ADMINISTRATION SOURCE:

Joseph DiFuccia President/CEO 2323 West 38th St. suite #200 Erie, PA, 16506-4503 Phone number: 814-651-0720

E-Mail: JD@dvsbpo.com

BUSINESS SIZE: Small business http://www.gsaadvantage.gov/ http://www.gsa.gov/schedules mailto:info@disabledveteransolutions.com mailto:JD@dvsbpo.com

CUSTOMER INFORMATION:

1a. TABLE OF AWARDED SPECIAL ITEM NUMBERS (SINs)

SIN DESCRIPTION

561422 Automated Contact Center Solutions (ACCS) ANCILLARY Ancillary Supplies and/or Services

1b. LOWEST PRICED MODEL NUMBER AND PRICE FOR EACH SIN:

(Government net price based on a unit of one)

N/A

1c. HOURLY RATES (Services only): See Page 6 of 7 for pricing

2. MAXIMUM ORDER*: $5,000,000.00 per order

NOTE TO ORDERING ACTIVITIES: *If the best value selection places your order over the Maximum Order identified in this catalog/pricelist, you have an opportunity to obtain a better schedule contract price. Before placing your order, contact the aforementioned contactor for a better price. The contractor may (1) offer a new price for this requirement (2) offer the lowest price available under this contract or (3) decline the order. A delivery order that exceeds the maximum order may be placed under the schedule contract in accordance with

FAR 8.404.

3. MINIMUM ORDER: $ 50,000

4. GEOGRAPHIC COVERAGE: Domestic, 50 states, Washington, DC

5. POINT(S) OF PRODUCTION: N/A

6. DISCOUNT FROM LIST PRICES: GSA Net Prices are shown on the pricing table below.

7. QUANTITY DISCOUNT(S):

+1% for single orders over $250,000 +2% for single orders over $500,000 +3% for single orders over $1,000,000

8. PROMPT PAYMENT TERMS: Net 30 days

9.a Government Purchase Cards must be accepted at or below the micro-purchase threshold.

9.b Government Purchase Cards are accepted above the micro-purchase threshold. Contact contractor for limit.

10. FOREIGN ITEMS: N/A

11a. TIME OF DELIVERY: As agreed upon between the Ordering Activity and contractor

11b. EXPEDITED DELIVERY: N/A

11c. OVERNIGHT AND 2-DAY DELIVERY: N/A

11d. URGENT REQUIRMENTS: Agencies can contact the Contractor’s representative to affect a faster delivery. Customers are encouraged to contact the contractor for the purpose of requesting accelerated delivery.

12. FOB POINT: Destination

13a. ORDERING ADDRESS: Same as contractor address

13b. ORDERING PROCEDURES: Ordering activities shall use the ordering procedures described in Federal Acquisition Regulation 8.405-3 when placing an order or establishing a BPA for supplies or services.

The ordering procedures, information on Blanket Purchase Agreements (BPA’s) and a sample BPA can be found at the GSA/FSS Schedule Homepage (fss.gsa.gov/schedules).

14. PAYMENT ADDRESS: Same as contractor address

15. WARRANTY PROVISION: N/A

16. EXPORT PACKING CHARGES: N/A

17. TERMS AND CONDITIONS OF GOVERNMENT PURCHASE CARD ACCEPTANCE: (any thresholds above the micro purchase level may be inserted by contractor)

18. TERMS AND CONDITIONS OF RENTAL, MAINTENANCE, AND REPAIR (IF APPLICABLE):

N/A

19. TERMS AND CONDITIONS OF INSTALLATION (IF APPLICABLE): N/A

20. TERMS AND CONDITIONS OF REPAIR PARTS INDICATING DATE OF PARTS PRICE LISTS AND

ANY DISCOUNTS FROM LIST PRICES (IF AVAILABLE): N/A

20a. TERMS AND CONDITIONS FOR ANY OTHER SERVICES (IF APPLICABLE): N/A

21. LIST OF SERVICE AND DISTRIBUTION POINTS (IF APPLICABLE): N/A

22. LIST OF PARTICIPATING DEALERS (IF APPLICABLE): N/A

23. PREVENTIVE MAINTENANCE (IF APPLICABLE): N/A

24a. SPECIAL ATTRIBUTES SUCH AS ENVIRONMENTAL ATTRIBUTES (e.g. recycled content, energy efficiency, and/or reduced pollutants): N/A

24b. Section 508 Compliance for Electronic and Information Technology (EIT): The EIT standards can be found at: www.Section508.gov/. Section 508 compliance information on the supplies and services in this contract are available in Electronic and Information Technology (EIT) at the following:

25. DUNS NUMBER: 079947947

26. NOTIFICATION REGARDING REGISTRATION IN SYSTEM FOR AWARD MANAGEMENT (SAM)

DATABASE: Contractor has an Active Registration in the SAM database.

http://www.section508.gov/

Description of Services for

SIN 561422 Automated Contact Center Solutions (ACCS)

Live Agent: Live customer service which includes Talk time + Hold time + After Call work time;

Ongoing training that includes classroom curriculum and testing of an existing program.

IVR Usage: An IVR is an Interactive Voice Response. Callers can access important information and complete transactions via voice or touch tone prompts in several languages at a cost that is a mere fraction of a live agent (or CSR).

This state-of-the-art system allows customers to easily understand and navigate an automated calling system, resulting in improved customer experience through self-service and first call resolution

IVR systems can be programmed to service any number of callers in minimal time frames

Description of Labor Categories

For

SIN ANCILLARY

Dedicated Representative:

Functional Responsibilities: A dedicated representative handles one client exclusively and is not shared with other DVS clients. They are extensively trained on your business, industry, culture, and protocols. Program specific training that includes classroom curriculum, role playing, side by side monitoring of live call volume and assessment; Continuous education of existing program. Provide direct customer interaction through all channels.

Resolve all higher-level issues that have been escalated from Level I. Resolve technical issues and understand escalation protocol. Minimum Education: GED or High School Diploma

Minimum Years of Experience: 2 years.

Live Agent I Inbound

Functional Responsibilities: Live customer service hourly which includes Talk time + Hold time + After Call work time; Ongoing training minutes that includes classroom curriculum and testing of an existing program.

The Live agent or Customer Representative - Answers general inbound and places outbound calls with the goal of increasing business, customer satisfaction, and customer retention. Performs a prescribed range of known routines and procedures, including receiving or placing calls from or to customers, using common call center telephone and computer technology, and entering and retrieving data. Follows basic procedures and scripts, based on project-specific training and pre-established guidelines. Provide direct customer interaction by phone and email. Perform the requested tasks and coordinates the resolution of the customer request, issues, concerns; determining when to perform the requested tasks or when to escalate to level II.

Minimum Education: GED or High School Diploma

Minimum Years of Experience: 1 year.

Live Agent II Outbound:

Functional Responsibilities: Live customer service hourly which includes Talk time + Hold time + After Call work time; Ongoing training minutes that includes classroom curriculum and testing of an existing program.

Performs the same duties has a Live Agent I Inbound, along with the following extra duties which include:

Program specific training that includes classroom curriculum, role playing, side by side monitoring of live call volume and assessment; Continuous education of existing program. Provide direct customer interaction through all channels. Resolve all higher-level issues that have been escalated from Level I. Resolve technical issues and understand escalation protocol.

Minimum Education: GED or High School Diploma

Minimum Years of Experience: 2 years.

SIN Service Proposed (eg Job Title/Task)* GSA price Unit of

Issue

ANCILLARY

Dedicated Representative (Including Orientation

Time / Monthly FTE 1-25)

$38.60 hour

Time / Monthly FTE 26-50)

$37.10 hour

Time / Monthly FTE 51-75)

$36.60 hour

Time / Monthly FTE 76-100)

$36.10 hour

Time / Monthly FTE 101-125)

$35.60 hour

Time / Monthly FTE 126-150)

$35.10 hour

Time / Monthly FTE 150+)

$34.60 hour

ANCILLARY Live Agent I Outbound $36.00 hour

561422 Live Agent I < 100K $0.92 minute

561422 Live Agent 1 (100-200K monthly minutes) $0.90 minute

561422 Live Agent I (200-300K monthly minutes) $0.88 minute

561422 Live Agent I (300-500K monthly minutes) $0.86 minute

561422 Live Agent I (500 – 1MM monthly minutes) $0.84 minute

561422 Live Agent I (1MM – 1.5MM monthly minutes) $0.82 minute

561422 Live Agent I (1.5MM – 2MM monthly minutes) $0.80 minute

561422 Live Agent I (2MM+ monthly minutes) $0.78 minute

561422 Live Agent I < 100K (Spanish speaking) $0.99 minute

561422 Live Agent 1 (100-200K monthly minutes)

(Spanish speaking)

$0.97 minute

561422 Live Agent I (200-300K monthly minutes) $0.95 minute

(Spanish speaking)

561422 Live Agent I (300-500K monthly minutes)

(Spanish speaking)

$0.93 minute

561422 Live Agent I (500 – 1MM monthly minutes)

(Spanish speaking)

$0.91 minute

561422 Live Agent I (1MM – 1.5MM monthly minutes)

(Spanish speaking)

$0.89 minute

561422 Live Agent I (1.5MM – 2MM monthly minutes)

(Spanish speaking)

$0.87 minute

561422 Live Agent I (2MM+ monthly minutes) (Spanish speaking)

$0.85 minute

ANCILLARY Live Agent II Outbound $39.00 hour

561422 Live Agent II < 100K $0.98 minute

561422 Live Agent II (100-200K monthly minutes) $0.96 minute

561422 Live Agent II (200-300K monthly minutes) $0.94 minute

561422 Live Agent II (300-500K monthly minutes) $0.92 minute

561422 Live Agent II (500 – 1MM monthly minutes) $0.90 minute

561422 Live Agent II (1MM – 1.5MM monthly minutes) $0.88 minute

561422 Live Agent II (1.5MM – 2MM monthly minutes) $0.86 minute

561422 Live Agent II (2MM+ monthly minutes) $0.84 minute

561422 Live Agent II < 100K (Spanish speaking) $01.04 minute

561422 Live Agent II (100-200K monthly minutes)

(Spanish speaking)

$1.02 minute

561422 Live Agent II (200-300K monthly minutes)

(Spanish speaking)

$1.00 minute

561422 Live Agent II (300-500K monthly minutes)

(Spanish speaking)

$0.98 minute

561422 Live Agent II (500 – 1MM monthly minutes)

(Spanish speaking)

$0.96 minute

561422 Live Agent II (1MM – 1.5MM monthly minutes)

(Spanish speaking)

$0.94 minute

561422 Live Agent II (1.5MM – 2MM monthly minutes)

(Spanish speaking)

$0.92 minute

561422 Live Agent II (2MM+ monthly minutes) (Spanish speaking)

$0.90 minute

561422 IVR USAGE MINUTES (Includes Telephony and Hosting / 100- 200K monthly minutes)

$0.20 minute

561422 IVR USAGE MINUTES (Includes Telephony and Hosting / 200 – 300K monthly minutes)

$0.19 minute

561422 IVR USAGE MINUTES (Includes Telephony and Hosting / 300 – 500K monthly minutes)

$0.18 minute

561422 IVR USAGE MINUTES (Includes Telephony and Hosting / 500 – 1MM monthly minutes)

$0.17 minute

561422 IVR USAGE MINUTES (Includes Telephony and Hosting / 1MM – 1.5MM monthly minutes)

$0.16 minute

561422 IVR USAGE MINUTES (Includes Telephony and Hosting / 1.5MM – 2MM monthly minutes)

$0.15 minute

561422 IVR USAGE MINUTES (Includes Telephony and Hosting / 2MM+ monthly minutes)

$0.14 minute

Dedicated Representative: A dedicated representative handles one client exclusively and is not shared with other DVS clients. They are extensively trained on your business, industry, culture, and protocols.

Live Agent: Live customer service which includes Talk time + Hold time + After Call work time;

Ongoing training that includes classroom curriculum and testing of an existing program.

IVR Usage: An IVR is an Interactive Voice Response. Callers can access important information and complete transactions via voice or touch tone prompts in several languages at a cost that is a mere fraction of a live agent (or CSR).

This state-of-the-art system allows customers to easily understand and navigate an automated calling system, resulting in improved customer experience through self-service and first call resolution

IVR systems can be programmed to service any number of callers in minimal time frames