Addenda_No._1_8243_OQ_Contract_Quality_Monitoring.pdf

August 15, 2025

To: All Prospective Proposers:

From: Cindy Luttfring, Buyer of Record Subject: Addenda No. 1, RFP 8243 OQ Contact Quality Monitoring

The purpose of this Post Addenda is to address clarifications and questions in response to the subject solicitation.

The original solicitation documents shall remain in full force and effect, except as modified herein, which shall take precedence over any contrary provisions in the prior documents.

Proposer must acknowledge in their submittal that they have received this Post Addenda, or the offer may be considered non-responsive. If you have questions regarding this Post Addenda, please contact the buyer of record at cluttfring@ouc.com.

SEE ATTACHED FOR FULL QUESTIONS AND CLERIFICATIONS

Note:

There shall be no communication between the supplier, their employees or subcontractors concerning this RFP to anyone within OUC except the buyer of record.

mailto:cluttfring@ouc.com

Questons Responses

What is the anticipated volume of calls and emails to be monitored on a monthly or annual basis? AQM: See SOW Manual: roughly 8300

How many Customer Service Representatives are currently being evaluated under this program? see SOW

3 What is the expected frequency of evaluations per agent (e.g., monthly, quarterly) see SOW

4 Does OUC require a minimum number of evaluations per agent per month? 8 per month per agent - may be distributed across channels depending on agent deployment

Will OUC provide access to call recordings and email transcripts directly, or will pre-selected samples be provided? Vendor will have direct access to ensure unbiased sample

Is OUC currently using a specific Quality Monitoring platform, or should the vendor provide its own platform? The Vendor will provide

Does OUC expect the selected vendor to provide a QA dashboard or reporting platform, or will evaluations be submitted in an OUC-defined format? see SOW

Are standardized QA scorecards already in place, or is the vendor expected to develop these in collaboration with OUC? Scorecards are in place, but will look to collaborate to contiuously improve

What is the expected minimum number of bilingual (English/Spanish) QA reviewers? See SOW

Are remote bilingual QA staff acceptable, or must they be based in Florida or the United States? see SOW

11 What are the required reporting intervals (e.g., daily, weekly, monthly)? Weekly, Monthly, Quarterly

Are there specific performance metrics or KPIs OUC requires in reporting (e.g., compliance score, accuracy, soft skills)? yes

Is OUC open to AI-assisted quality monitoring solutions, or are all evaluations expected to be conducted manually? Both - See SOW

Will reviewers have access to customer personally identifiable information (PII) or payment data? No

Are there specific cybersecurity, background checks, or data handling requirements for QA personnel? See SOW

Does OUC have a preferred pricing model (e.g., per evaluation, per FTE, monthly retainer)? No

Can OUC provide a historical annual budget or anticipated contract value for this engagement? No. Please provide your best pricing

Are there specific hours of operation, such as 24/7, weekends, or certain time zones? EST, Mon - Fri 7a to 6p

Are there specific customer segments or types of inquiries (e.g., technical, billing, general support)? All calls coming into CS

What are the key performance indicators (KPIs) that matter most to you? (First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), etc.) CSAT, FCR, Average Handle Time (AHT), service order error ratio

21 Are there specific service level agreements (SLAs) you expect from the call center?

See SOW

How do you measure customer satisfaction, and how should we report these results? See SOW

Do you have any specific requirements for call center technology (e.g., IVR, cloud-based solutions, AI integration)? See SOW

24 What kind of training will agents need to undergo before starting the project? Agents will need to be trained in CC&B, MDM, OUC General Knowledge 25 Do you require ongoing training for agents once the service begins? Yes, in order to keep updated on policies and procedures

Are there any specific certifications or expertise you expect agents to have? (Such as technical knowledge, language proficiency, industry certifications, etc.)

see SOW

Are there specific regulatory or compliance requirements that the call center must adhere to (e.g., GDPR, PCI-DSS, HIPAA)? see SOW

28 How do you handle data security and privacy within your organization? see SOW 29 What is your expected budget for this call center project? Please provide your best pricing 30 Are there any penalties or incentives tied to performance metrics or SLAs? ) No 31 Are there any setup or implementation fees that we should account for? see SOW

Would you be open to offering bonuses or incentives for exceeding performance benchmarks (e.g., higher customer satisfaction, lower abandonment rates)?

No 33 What are your preferred payment terms (e.g., Net 30, Net 60)?

34 Do you have any specific ratios you require? (Example: Sup to Agent ratio 1:18) not sure why this matters but the answer is no

Are there any specific performance guarantees you expect from the QA call center vendor? Meet contractual obligations (productivity, timeliness, data availability.)

36 What is the decision-making timeline for this RFP? Q1 FY'26

37 Will you require us to provide a trial or pilot phase before the full implementation?

no

38 What is your expected timeline for transitioning to a new QA vendor? 60 - 90 Days Make sure they understand we are hiring a vendor for QA not a call center

Are there any internal systems or processes that need to be accounted for during the transition? yes

Do you need support in transferring customer data or other operational knowledge to the new QA vendor new call center? yes

41 How do you foresee your call center needs evolving in the next 1-3 years? yes

Are there plans to expand the volume of services or customer support channels in the future? yes -- additional channels

43 What is the expected volume of calls or interactions (calls per day/week/month)?

see SOW

Are there peak times or seasons where call volume significantly increases (e.g., holidays, product launches, promotions)? April - October, Around Named Storms

8243 OQ Contact Quality Monitoring

How do you currently handle spikes in call volume, and do you anticipate any changes to this process? No anticipated changes

Have you noticed any trends in your call volume over the past 6–12 months (e.g., increasing calls, seasonal patterns)? Seasonal patterns for summer high bills

Do you expect your call volume to grow over the next 1–3 years? If so, at what rate? No- expect more deflection with improvements in self service capabilities

What is the typical length of calls, and do you foresee this changing depending on the type of service (technical support, billing inquiries, etc.)? See SOW

49 Is the call volume inbound or outbound? Both - See SOW 50 If both, what % of each Dependant upon Call volume

What is your current call abandonment rate, and do you have any target reduction goals for this metric? Residential: 11.1%. Small Commercial: 3.3%. Collections: 5.4%. No specific improvement targets set at this time.

Do you have a call routing system in place, and if so, how does it prioritize call types or customer segments? Yes - OSCC

Do you currently use forecasting tools to predict call volume, and how accurate have they been in the past? Yes, we use Verint to assist with forecasting. Accuracy is ±10%.

54 Are language other than English required? If so, what and %? Spanish - see SOW 55 Do you have any historical call volume we can look at? See SOW 56 Can this work be completed in a shared agent pool? see SOW 57 Is remote work allowed? see SOW 58 Are there any certification, licensing or degrees required, or desired? see SOW 59 How is Customer Experience measured? CSAT and CES 60 Do you utilize CSAT? yes 61 What is the training time frame? 2- 4 weeks 62 Is there a train the trainer session? yes

63 Are there scripts that we will utilize or do we generate those basd off OUC criteria?

Standards are in place, 64 Will outbound calls be required? See SOW 65 What levels of omni channel support is preferred? Email, Text, Chat, Call? See SOW 66 Are agents transferring calls? yes 67 What are the penalties for missing thresholds (SLA, AHT, ASA)? Majority of call center operation is in-house. Penelties for Service Level and Aban Rate for outsourced portion.

68 What are the hours of operation? M - F 7a to 6p EST 69 What integrations are required for the customer provided CRM? see SOW 70 What are the technical specifications requirements for the desktop? Processor: i7, 16GB RAM, 256GB Hard Drive, Windows 11 OS a bonus 71 What are the desktop software requirements? MS Win 10/11 Office 365 72 What applications are provided by the client? See SOW 73 What are the call storage requirements? Are they on premises? See SOW 74 Is hardware customer provided or Telvista provided? Vendor Provided 75 What type of network integration is required? See SOW 76 Please list all security requirements See SOW