8243_OQ_Price_Sheet.xlsx
XLSX spreadsheet 15 KB Posted
- Attached to
- Contact Quality Monitoring
- Solicitation number
- PR8243
- Issued by
- Florida
About this file
The 8243_OQ_Price_Sheet.xlsx is a pricing document for a Contact Quality Monitoring contract with Orlando Utilities Commission (OUC) in Florida. The Request for Proposal (RFP) seeks qualified companies to provide quality monitoring services for customer service interactions, including phone calls and emails. The service will evaluate customer service representatives' performance based on professional communication, request processing efficiency, and adherence to organizational policies and procedures. The monitoring will help identify employee strengths and areas for improvement while enhancing overall customer experience.
The pricing sheet indicates a variable cost structure based on monthly call volume, with pricing tiers ranging from 300-450 calls to 951+ calls per month. The current environment involves approximately 80 phone agents, and the monitoring will include a combination of English and Spanish contact audits. The manual quality monitoring process will assess soft skills and technical competencies across different call volume segments, allowing OUC to maintain and improve customer service standards through systematic performance evaluation.
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Text version
Sheet1
| Contact Quality Monitoring - Pricing Sheet | |||||
| Audits Include Combination of English/Spanish Contacts | |||||
| Manual Quality Monitoring | |||||
| Average # of Phone Agents ~80 | Cost per Audit | ||||
| Call Volume/Month | |||||
| Avg Call Duration | 300 - 450 | 451 - 600 | 601 - 750 | 751 - 950 | 951+ |
| <5:30 mins | $ | $ | $ | $ | $ |
| 5:30 - 6:15 mins | $ | $ | $ | $ | $ |
| 6:16 - 8:00 mins | $ | $ | $ | $ | $ |
| 8:01 - 10:00 mins | $ | $ | $ | $ | $ |
| 10:01+ mins | $ | $ | $ | $ | $ |
85 0
Windows User: Windows User:
| Includes 10 mos of auditing | 85 | 0 |
| 85 | 0 |
| Avg # of Email Agents ~19 | |
| Avg # Audits/Month | Cost Per Audit |
| 20 - 40 | $ |
| 41- 60 | $ |
| 61 - 80 | $ |
| 81+ | $ |
| Additional Services: | Flat Fee/Per Hour | Brief Description |
| Start Up Cost | $ | |
| $ | ||
| $ | ||
| $ | ||
| $ | ||
| Training Cost | $ | |
| I.T. Support | $ | |
| Report Development | $ | |
| Report Delivery | $ | |
| Other (Itemize below) | $ | |
| $ | ||
| $ | ||
| $ |
| Automated Quality Monitoring | |||||
| Average # of Phone Agents ~80 | Cost per Audit | ||||
| Call Volume/Month | |||||
| Avg Call Duration | 300 - 450 | 451 - 600 | 601 - 750 | 751 - 950 | 951+ |
| <5:30 mins | $ | $ | $ | $ | $ |
| 5:30 - 6:15 mins | $ | $ | $ | $ | $ |
| 6:16 - 8:00 mins | $ | $ | $ | $ | $ |
| 8:01 - 10:00 mins | $ | $ | $ | $ | $ |
| 10:01+ mins | $ | $ | $ | $ | $ |
| Avg # of Email Agents ~19 | |||||
| Avg # Audits/Month | Cost Per Audit | ||||
| 20 - 40 | $ | ||||
| 41- 60 | $ | ||||
| 61 - 80 | $ | ||||
| 81+ | $ |
| Additional Services: | Flat Fee/Per Hour | Brief Description |
| Start Up Cost | $ | |
| Training Cost | $ | |
| I.T. Support | $ | |
| Report Development | $ | |
| Report Delivery | $ | |
| Other (Itemize below) | $ | |
| $ | ||
| $ | ||
| $ |
The anticipated length of this contract is three (3) years with the option of two (2) one-year renewals. The prices quoted will be fixed for the first three (3) years.
File details come from the government source that posted it. Updated .