Historical Data - Perkins Monthly Call Stats.xlsx

XLSX spreadsheet 45 KB Posted

Attached to
Perkins Loan Servicing Federal contract opportunity
Solicitation number
91003124R0017
Issued by
Department of Education Contracts and Acquisition Management

About this file

Written by GovTribe AI ·

This document contains historical data on the monthly call center statistics for the Perkins Loan program. The data tracks metrics such as total calls offered, calls handled, calls abandoned, average speed of answer, average talk time, and other key performance indicators over the period from April 2015 through June 2024.

The related federal contract opportunity is for Perkins Loan Servicing. The Department of Education is seeking proposals from offerors to provide Perkins loan servicing. The solicitation number is 91003124R0017. Offerors are advised to thoroughly review the attachments, which contain the project requirements and deliverables. Proposals are due by November 4, 2024 at 4:00pm Eastern Time and should be submitted electronically. The government has not provided any details on set-asides, pricing terms, or incumbent information.

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91003124R0017_SF1449_AMD0007.pdf PDF
91003124R0017 Perkins Solicitation Questions and Answers - AMD 0007.pdf PDF
91003124R0017 Perkins Solicitation Questions and Answers - AMD 0006.pdf PDF
91003124R0017_SF1449_AMD0006.pdf PDF
91003124R0017_SF1449 Continuation - AMD 0005 Updates.pdf PDF
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91003124R0017_SF1449 Continuation - AMD 0004 Updates.pdf PDF
91003124R0017_SF1449_AMD 0004.pdf PDF
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91003124R0017_SF1449_AMD0001.pdf PDF
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Attachments BO124 - BO135.zip ZIP file
Attachment BO72 - BO84.zip ZIP file
Attachments BO188 - BO212.zip ZIP file
Attachments BO169 - BO181.zip ZIP file
Attachments BO182 - BO187.zip ZIP file
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91003124R0017_SF1449 Continuation.pdf PDF
12 - Initial Authorization to Operate Timeline Actions.pdf PDF
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Attachments BO109 - BO123.zip ZIP file
Attachment BO2 - 2013 Accessibility Testing Report.xlsx XLSX spreadsheet
05 - Business Operations Servicing Requirements.pdf PDF
10 - Security Designation for Staffing Projections.xlsx XLSX spreadsheet
Attachments BO5 - BO42.zip ZIP file
Attachments BO88 - BO108.zip ZIP file
Attachments BO154 - BO168.zip ZIP file
02 - Technology_Standards_and_Products_Guide.pdf PDF
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Attachment BO4.zip ZIP file
Attachments BO136 - BO153.zip ZIP file
03 - FSA Brand Guidelines.pdf PDF
04 - Deliverable Chart.pdf PDF
91003124R0017_SF1449.pdf PDF
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Monthly

ECSI Call Center Statistics
Date (Week End/Calendar)Total Calls Offered to the IVRTotal Calls Offered to the Spanish IVRTotal Calls Offered to the IVR (English + Spanish)Total English Calls Handled by the IVRTotal Spanish Calls Handled by the IVRTotal Calls Handled by the IVR (English + Spanish)Total Calls Abandoned in the IVR-English +Spanish (before making a selection)% of Calls Abandoned in the IVRCalls BlockedTotal English Calls Offered to AgentsTotal Spanish Calls Offered to AgentsTotal Calls Offered to Agents (English + Spanish)Total English Calls Handled by AgentsTotal Spanish Calls Handled by AgentsTotal Calls Handled by Agents (English + Spanish)Total Calls Abandoned-English +Spanish (before an agent answers)% of Calls AbandonedAverage Speed of Answer (min:sec)Average Talk Time (min:sec)Average Call Length/Average Handle Time(min:sec)After-Call Work (min:sec)
Apr-1539570395700000%0395703957388403884731.84%00:2304:3205:2600:30
May-1538130381300000%0381303813373503735782.05%00:2504:4805:3200:30
Jun-1542540425400000%04254042544154041541002.35%00:3304:4905:5400:29
Jul-1540510405100000%0405104051396203962892.20%00:3304:5505:4800:46
Aug-1541680416800000%0416804168408004080882.11%00:4005:0606:1300:48
Sep-1540310403100000%0403104031395603956751.86%00:3705:1706:1300:49
Oct-1539310393100000%0393103931387703877541.37%00:2704:5505:4700:48
Nov-1535660356600000%0356603566351003510561.57%00:2904:4905:4100:48
Dec-1540890408900000%0408904089403504035541.32%00:3404:5905:5500:46
Jan-1647810478100000%0478104781469304693881.84%00:3204:5305:5100:38
Feb-1647110471100000%0471104711465104651601.27%00:1905:0105:5600:31
Mar-1641870418700000%0418704187412304123641.53%00:2305:2106:4000:30
Apr-1635640356400000%0356403564350203502621.74%00:2505:3406:5200:29
May-1633690336900000%0336903369330503305641.90%00:2305:4206:5200:30
Jun-1637680376800000%0376803768368803688802.12%00:2805:4607:0000:30
Jul-1633560335600000%0335603356328703287692.06%00:2805:2506:4300:28
Aug-1641900419000000%0419004190411904119711.69%00:2705:4807:1100:34
Sep-1635100351000000%0351003510345203452581.65%00:2205:3606:5700:33
Oct-16327203272000000327203272321903219531.62%00:2305:5006:4800:33
Nov-16304103041000000304103041300003000411.35%00:1605:4006:4300:31
Dec-1632570325700000032570325732013201561.72%00:2005:4306:4300:29
Jan-17449004490000000449004490441904419711.58%00:2005:4506:4800:31
Feb-17430804308000000430804308422404224841.95%00:2705:1606:4000:30
Mar-17436904369000000436904369428304283861.97%00:3405:2106:4800:29
Apr-17347003470000000347003470340903409611.76%00:2705:3106:5200:29
May-17352603526000000352603526347903479471.33%00:2005:3707:0700:28
Jun-17352803528000000352803528345803458701.98%00:2405:3907:0300:30
Jul-17360703607000000360703607351803518892.47%00:2905:4207:1200:32
Aug-174694046940000004694046944525045251693.60%00:3805:3307:1800:30
Sep-17358803588000000358803588352603526621.73%00:2705:0606:4500:29
Oct-17371103711000000371103711364003640711.91%00:2905:1106:2800:29
Nov-17342903429000000342903429335903359702.04%00:3205:3606:3000:27
Dec-173455034550000003455034553355033551002.89%00:5505:1507:1600:26
Jan-184015040150000004015040153853038531624.03%01:0405:4507:1200:25
Feb-184606046060000004606046064488044881182.56%00:4405:2006:4700:24
Mar-184157041570000004157041574006040061513.63%00:5905:0006:5700:24
Apr-18424204242000000424204242414604146962.26%00:4304:5206:3000:24
May-183791037910000003791037913679036791122.95%00:5204:5506:4500:27
Jun-183694036940000003694036943592035921022.76%00:3205:1206:4600:29
Jul-18382403824000000382403824374403744802.09%00:4104:5506:3300:35
Aug-18409604096000000409604096401904019771.88%00:3305:0406:2900:33
Sep-183440034400000003440034403311033111293.80%01:0804:4606:3900:36
Oct-184142041420000004142041424010040101323.18%00:5204:5806:2900:34
Nov-183808038080000003808038083680036801283.36%01:2204:4006:0100:35
Dec-183734037340000003734037343604036041303.48%00:5604:5306:2700:34
Jan-195200052000000005200052004967049672334.48%01:3404:4506:4700:37
Feb-195470054700000005470054705052050524187.64%02:5204:4308:1400:39
Mar-195424054240000005424054245083050833416.29%02:0705:3408:0800:45
Apr-194531045310000004531045314379043791523.35%01:0705:5407:3700:53
May-194345043450000004345043454111041112345.39%01:3905:4907:5500:53
Jun-193777037770000003777037773654036541233.26%01:1005:4907:4100:51
Jul-194090040900000004090040903941039411493.64%01:2105:3107:2700:56
Aug-194078040780000004078040783923039231553.80%01:2605:3807:4100:57
Sep-194225042250000004225042254036040361894.47%01:3605:4107:5500:57
Oct-194835048350000004835048354599045992364.88%01:2606:2008:1601:07
Nov-19412004120000000412004120403604036842.04%00:3706:2507:3301:03
Dec-195013050130000005013050134885048851282.55%00:4706:4808:0201:06
Jan-20645006450000000645006450636906369811.26%00:2806:2807:3201:06
Feb-20608306083000000608306083602606026570.94%00:2206:2607:2701:01
Mar-20664106641000000664106641656206562791.19%00:2406:2007:1901:09
Apr-20448304483000000448304483444204442410.91%00:1305:5906:4901:04
May-20235902359000000235902359233202332271.14%00:2105:4506:4001:13
Jun-20216902169000000216902169215002150190.88%00:1606:1507:0201:19
Jul-20209802098000000209802098207902079190.91%00:2305:4406:3401:13
Aug-20186701867000000186701867184501845221.18%00:2006:0406:5201:03
Sep-20207402074000000207402074205402054200.96%00:2005:2106:2000:53
Oct-2017540175400000017540175417460174680.46%00:1405:5906:4101:02
Nov-20158901589000000158901589157901579100.63%00:1205:5906:4501:04
Dec-20183701837000000183701837182201822150.82%00:1106:0206:5801:07
Jan-21216802168000000216802168214602146221.01%00:2105:5307:0301:06
Feb-21204002040000000204002040201502015251.23%00:2405:3406:4501:10
Mar-21216902169000000216902169215102151180.83%00:1105:2606:2000:52
Apr-21170201702000000170201702169201692100.59%00:1706:1007:0300:44
May-2114470144700000014470144714380143890.62%00:2005:4106:3700:42
Jun-21151101511000000151101511149501495161.06%00:1506:0807:0200:34
Jul-21987098700000098709879720972151.52%00:2205:5006:4200:32
Aug-21144601446000000144601446143301433130.90%00:1705:5009:2900:29
Sep-21132801328000000132801328131101311171.28%00:1706:0207:0200:32
Oct-21156801568000000156801568153501535332.10%00:4006:1607:2200:38
Nov-21164101641000000164101641162201622191.16%00:1605:5309:3900:37
Dec-21165301653000000165301653163501635181.10%00:1605:4907:0000:46
Jan-22168101681000000168101681166301663181.07%00:2606:1307:2700:45
Feb-22188301883000000188301883186801868150.80%00:1506:3207:3500:53
Mar-22283902839000000283902839282202822170.60%00:1206:0607:0700:44
Apr-22203802038000000203802038202102021170.83%00:1406:1707:1800:46
May-22167501675000000167501675166501665100.60%00:1205:5407:0200:43
Jun-2216470164700000016470164716390163980.49%00:0805:5506:5500:36
Jul-22163101631000000163101631161101611201.23%00:1306:1307:0900:38
Aug-22273702737000000273702737272002720170.62%00:1205:4107:0100:44
Sep-22211202112000000211202112209902099130.62%00:1305:4306:5000:45
Oct-22261802618000000261802618260202602160.61%00:1105:5207:3900:42
Nov-2213330133300000013330133313260132670.53%00:0606:0307:5900:34
Dec-2212940129400000012940129412880128860.46%00:1306:1707:3900:51
Jan-23179901799000000179901799178901789100.56%00:0905:1406:3900:34
Feb-2317020170200000017020170216950169570.41%00:1205:2006:4700:41
Mar-23190801908000000190801908189801898100.52%00:1505:5907:2100:32
Apr-23164201642000000164201642162201622201.22%00:1506:0707:3200:35
May-23185201852000000185201852183801838140.76%00:1405:3306:5800:29
Jun-23220802208000000220802208217002170381.72%00:1905:0506:3400:34
Jul-23225302253000000225302253223002230231.02%00:2105:0806:5500:34
Aug-235956059560000005956059565581055813756.30%01:3606:5109:5801:02
Sep-2316420016420000000164200164201509901509913218.74%03:0407:3411:3901:47
Oct-23206920206920000002069202069217865017865282713.66%04:3107:5813:5001:48
Nov-231505501505500000015055015055144410144416144.07%01:0606:4809:2601:27
Dec-231286201286200000012862012862122350122356274.87%01:2106:3409:2301:21
Jan-241751501751500000017515017515165310165319845..41%01:5706:0409:3801:18
Feb-241404901404900000014049014049137240137243252.31%03:4006:2911:2901:18
Mar-24155450155450000001554501554513956013956158910.22%04:2706:2911:4301:15
Apr-241164101164100000011641011641119130119138412.99%01:5236:0008:3901:03
May-241136801136800000011368011368108840108844844.25%01:1705:5107:5101:09
Jun-248047080470000008047080477891078911561.93%00:3405:4807:3901:06
Jul-249541095410000009541095419297092972442.55%00:4605:4207:4401:02
Aug-248694086940000008694086948574085741201.38%00:3906:2409:1501:19
Sep-249249092490000009249092498795087954544.90%01:1406:0508:2801:09

Sheet1

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