ATTACHMENT A - Phase 1 TECHNICAL MATRIX.docx
DOCX document 21 KB Posted
- Solicitation number
- 36C10X24R0048
About this file
This document is a Technical Matrix attachment related to a federal contract opportunity for VEO Contact Center Support Services. The Technical Matrix requests information from the offeror on their company's relevant experience and capabilities, including attrition rate, call center size, experience with customer capacity issues, familiarity with VA onboarding, industry call center experience, staffing processes, and ability to handle unexpected call volume surges and provide personnel support activities.
The related federal contract opportunity is solicitation number 36C10X24R0048, a Request for Proposal (RFP) issued by the Department of Veterans Affairs Strategic Acquisition Center Frederick for VEO Contact Center Support Services under NAICS code 561422. The solicitation is a single-award contract with a proposal due date of 6/24/2024 and a questions due date of 6/03/2024. The contract will be awarded under FAR Part 15, Contracting by Negotiation.
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Other files
| File | Type | Posted |
|---|---|---|
| ATTACHMENT F - Solicitation Questions and Answers_Government Respones 2.xlsx | XLSX spreadsheet | |
| S06 36C10X24R0048 0002.pdf | ||
| 36C10X24R0048_1.pdf | ||
| ATTACHMENT E - PRICE SCHEDULE v2.xlsx | XLSX spreadsheet | |
| ATTACHMENT F - Solicitation Questions and Answers_Government Responses.xlsx | XLSX spreadsheet | |
| ATTACHMENT A - Phase 1 EXPERIENCE MATRIX.docx | DOCX document | |
| S06 36C10X24R0048 0001.pdf | ||
| ATTACHMENT F - Solicitation Questions and Answers.xlsx | XLSX spreadsheet | |
| ATTACHMENT D - PAST PERFORMANCE QUESTIONNAIRE.pdf | ||
| ATTACHMENT B - CONTRACTOR RULES OF BEHAVIOR.docx | DOCX document | |
| ATTACHMENT C - PAST PERFORMANCE REFERENCES.pdf | ||
| 36C10X24R0048_1.docx | DOCX document | |
| ATTACHMENT E - PRICE SCHEDULE.xlsx | XLSX spreadsheet |
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Text version
VEO Contact Center Technical Matrix Complete the below Requirements Matrix to accompany your submission (not considered in Technical Approach page count, 15 page maximum)
Company Name:
UEI:
Business Size:
| Response |
| Location in the proposal that includes more details. |
Please state the company’s Attrition rate and provide details to support.
Please provide Call center size experience, i.e., number of agents, number of calls received per day, number of potential clients, etc.
Please explain your company’s experience with customers with capacity issues
Please explain your familiarity with VAs Onboarding process
Please provide any industry Call Center Experience
Does your company use a staffing agency for recruitment? If not, please explain your process.
Does your organization have the capacity to respond to unexpected, short term, large call volume surges? Please explain your process.
Does your organization have a support team in place to handle reasonable accommodation, personnel actions, and similar support activities? Please explain your process.
File details come from the government source that posted it. Updated .