8243_OQ_Price_Sheet.xlsx

The document is a pricing sheet for a Contact Quality Monitoring Services Request for Proposal (RFP 8243) issued by the Orlando Utilities Commission (OUC) in Florida. The RFP seeks a vendor to provide comprehensive quality monitoring services for approximately 80 phone agents and 19 email agents, covering around 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 service will involve manual and automated monitoring of customer service representative interactions, evaluating both soft and technical skills, communication effectiveness, and adherence to OUC policies.

The pricing sheet indicates a variable cost structure based on monthly call volumes, with pricing tiers ranging from 300-450 calls to 951+ calls per month. Bidders must have a minimum of four years of business experience, provide bilingual staff, and ensure team members have at least three years of contact quality monitoring experience. The proposal requires submission of compliance documents, including a Dispute Disclosure form and Entity Crimes Sworn Statement, as well as cybersecurity documentation like a SOC2 Type 2 Report. Evaluation criteria will likely include experience, staffing capabilities, pricing, and ability to provide detailed reporting and data analytics to improve customer satisfaction and agent performance. No specific set-aside designations or funding sources are explicitly mentioned in the document.