Attachment 2 - VEO Contact Center RFI Questionairre.docx
DOCX document 18 KB Posted
- Attached to
- R499--VEO Contact Center
- Solicitation number
- 36C10X25Q0033
About this file
This is a questionnaire attachment to a Request for Information (RFI) for the Veterans Experience Office (VEO) Contact Center, containing 11 questions focused on gathering vendor capabilities and experience information. The questionnaire asks respondents to detail their experience in call center operations across various industries, their ability to manage large-scale contact centers (300+ agents), strategies for addressing staff burnout and turnover, performance metrics achievement, experience with call center software and workforce management, VA onboarding processes, hiring practices, and approaches to handling surge capacity.
The questions specifically probe vendors' expertise in working with government metrics, Quality Assurance Service Plans (QASP), and managing mixed teams of government and contract staff. The questionnaire emphasizes the scale of operations, requiring experience with multiple lines of business, 24/7 operations, and the ability to maintain uninterrupted mission-critical services during transitions. It also seeks information about subcontracting plans with small and large businesses, indicating this is part of a broader procurement strategy for the VA's contact center operations supporting veterans, beneficiaries, and caregivers.
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Other files
| File | Type | Posted |
|---|---|---|
| Attachment 3 - Estimated Pricing Template.xlsx | XLSX spreadsheet | |
| 36C10X25Q0033.docx | DOCX document | |
| Attachment 1 - Performance Work Statement Draft.pdf |
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Attachment 2 – VEO Contact Center RFI Questionnaire
1. What call center industries do you have experience supporting (retail/eCommerce, banking/financial, telecommunications, travel/hospitality, healthcare, non-profit, insurance, technical support, automotive, education)? How many industries have you served in one call center?
2. What type of call center operation do you have experience with (inbound, outbound, mixed, bricks and mortar, remote, 24/7, tier 1, 2 or 3)? How large is the customer base that you typically serve? How many lines of business have you supported at one time?
3. The VEO Contact Center has been serving Veterans, their beneficiaries, and caregivers since 2017 and is currently staffed with a mixed team of government and contract staff to include over 300 call center agents, over 20 Supervisors, administrative support staff and several front-line staff managers. Has your company previously managed a contact center contract of this scale as the prime contractor? If so, how would your company ensure a seamless transition into operations while maintaining uninterrupted mission critical services? Would your plan include collaborating with other companies to achieve this?
4. Staff burnout and turnover are significant challenges in call centers. What is the target occupancy rate for your call center teams, and what are your targeted and actual attrition rates? How do you minimize burnout, and encourage employee’s retention? Have these strategies resulted in a reduction in turnover?
5. How has your firm performed in meeting call center performance metrics such as Abandonment Rate, Adherence, After Call Work, ASA, AHT, CSAT, First Call Resolution, In Service Time, quality and service recovery? Describe your experience with government metrics and implementing a Quality Assurance Service Plan (QASP).
6. Does your company have experience using call center software for workforce management, telephony, customer relationship management, knowledge management, reporting and quality management? If so, particularly on a government contract, could you describe the challenges your company encountered and how they were successfully addressed?
7. What is your experience with working with and meeting requirements from an operations team (including workforce management, knowledge management, quality management, analytics, training and technology) and call center director that are external to your organization, to include ensuring sufficient personnel to fill a monthly schedule provided by the Workforce Management Section?
8. What is your experience with onboarding employees to the VA? Please describe in detail the steps required to onboard a new employee to the VA, and what challenges your firm has experienced with onboarding at the VA.
9. What is your firm’s hiring and screening process for potential candidates? Does your firm have internal HR support or is that process outsourced? What criteria does your firm have for evaluating your candidates?
10. How would you subcontract with small and large businesses?
11. How would you handle surge increases that may occur frequently?
File details come from the government source that posted it. Updated .