8243_OQ_Attachment_C.xlsx

This is an Attachment C Bidder Information document for a Contact Quality Monitoring Request for Proposal (RFP) issued by OUC (Orlando Utilities Commission) in Florida. The RFP solicits proposals from qualified companies to provide quality monitoring services for employee interactions with customers through calls and emails. The service will evaluate customer service representatives' soft and technical skills based on established guidelines, measuring communication professionalism, request processing efficiency, and adherence to OUC policies and procedures.

The bidder information form requires detailed company information, including firm name, business address, incorporation state, primary contact details, and Dun & Bradstreet number. Key requirements for potential suppliers include: being in business for at least four years, having English and Spanish-speaking staff, assigning team members with minimum three years of contact quality monitoring experience, providing three references for similar projects, and attesting to background check compliance, data storage within the United States, cybersecurity standards alignment (such as SOC2 Type 2 Report), and robust access controls including multi-factor authentication and role-based access control.