8243_OQ_Attachment_C.xlsx

Attachment C is a bidder information form for the Orlando Utilities Commission (OUC) Request for Proposal (RFP) 8243 for Contact Quality Monitoring Services in Florida. The RFP seeks a vendor to conduct manual and automated quality monitoring for approximately 80 phone agents and 19 email agents, covering 567,959 calls and 112,802 emails annually in English and Spanish. The contract term is three years with two optional one-year renewals, and proposals are due on August 29, 2025, at 2:00 PM EST. The project requires evaluating customer service representative interactions, measuring their soft and technical skills, communication effectiveness, and adherence to OUC policies.

Bidder requirements include a minimum of four years of business experience, English and Spanish-speaking staff, and team members with at least three years of contact quality monitoring experience. Bidders must provide three references, pass OUC background checks, store data in the United States, and demonstrate cybersecurity standards alignment (such as a SOC2 Type 2 Report). While specific budget ranges are not explicitly stated, the pricing structure indicates variable costs based on monthly call volumes, with pricing tiers ranging from 300-450 calls to 951+ calls per month. The RFP emphasizes the need for comprehensive reporting tools, data analytics capabilities, and robust access controls including multi-factor authentication and role-based access control to enhance customer service representative performance.