Attachment L_UI_Call_Center_Pricing_Workbook FINAL.xlsx
XLSX spreadsheet 37 KB Posted
- Attached to
- UI CALL CENTER SERVICES 43-1389-26
- Solicitation number
- Doc2187036699
- Issued by
- North Carolina
About this file
This is a pricing workbook attachment for North Carolina's Department of Employment Security (DES) UI Call Center Services RFP 43-1389-26, establishing the framework for vendors to submit comprehensive pricing for call center operations supporting unemployment insurance inquiries. The workbook requires vendors to complete multiple pricing tables covering tiered pricing based on monthly interaction volumes ranging from 10,000 to 500,000 live interactions, with separate tabs for additional costs, user-based licensing, performance-based pricing options, and a consolidated cost summary. A "live interaction" is defined as any completed and resolved customer contact involving a call center agent regardless of channel (phone or chat) or origination point, excluding abandoned calls, dropped calls, and unresolved contacts. Vendors must provide fully loaded pricing inclusive of staffing, quality assurance, reporting, workforce management, and technology costs, with clearly documented assumptions regarding channel mix, operating hours, volume variability, and seasonal fluctuations.
The pricing submission requires vendors to establish fixed monthly fees and per-interaction rates for each volume tier, calculate minimum, maximum, and average cost-per-interaction metrics along with equivalent hourly rates, and itemize any additional costs such as IVR setup, telecom usage, training, call recording storage, SMS messaging, knowledge base licensing, and language services. Vendors may propose optional performance-based pricing models tied to metrics including digital containment rate, automation resolution rate, first contact resolution, average handle time, cost per interaction reduction, and customer satisfaction scores. The workbook mandates a cost summary consolidating all one-time Year 1 implementation costs and recurring costs across Years 2-5, with no introduction of new cost elements beyond those detailed in the prior tables. All pricing must align across tables without duplication, and vendors must document any volume discounts, escalation methods, and minimum license commitments as applicable to the proposed solution.
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Other files
| File | Type | Posted |
|---|---|---|
| Attachment L_UI_Call_Center_RFP_Requirements Specs FINAL.xlsx | XLSX spreadsheet | |
| RFP 43-1389-26 DES UI Call Center Services FINAL 6-16-26.pdf | ||
| Attachment L UI Call Center RFP Requirements Specs FINAL .xlsx | XLSX spreadsheet | |
| Addenum 1 RFP 43-1389-26.pdf |
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Instructions
| DES UI Call Center RFP – Pricing Workbook Instructions |
| Purpose of this workbook |
| This Pricing Workbook (Attachment L) is the primary location for all required pricing for the DES UI Call Center RFP. Please complete all sections that apply to your proposed solution. |
| 1. How to complete this workbook |
| 1. Fill out every table that applies to your pricing model. |
| 2. Do not repeat or duplicate costs across tables. |
| 3. If a cost is not listed separately, assume it must be included in your pricing. |
| 4. All rates must be fully loaded (labor, overhead, technology, telecom, tools) unless Table 2 specifically allows an item to be priced separately. |
| 5. Travel and shipping must be included in your pricing; they cannot be listed as separate line items. |
| 6. Provide pricing for the base year and all option years. |
| 7. Clearly indicate any pricing that is fixed, variable, or subject to escalation, and specify the escalation method if applicable. |
| 8. Describe any volume discounts, incentives, or alternate pricing models you offer. |
| 9. Incomplete or missing required tables may result in a non‑responsive proposal. |
| 2. How to use the tabs |
| 1. Table 1 – Tiered Pricing: Core monthly pricing based on interaction volumes. |
| 2. Table 2 – Other Costs: Only list additional or conditional costs not already included in Table 1. |
| 3. Table 3 – Licensing: Any user‑based licenses required for your solution. |
| 4. Table 4 – Performance‑Based Pricing (Optional): Use only if you propose an outcome‑based model. |
| 5. Cost Summary – Final Totals: Roll‑up of all one‑time and recurring charges. |
| Each sheet contains detailed instructions in Row 1. Example data is provided for guidance only and must not be submitted. |
| 3. Instructions – Table 1 (Tiered Pricing) |
| Table 1: Pricing by Volume Tier |
| Complete Table 1 by providing pricing for each defined monthly interaction volume tier. |
| Definition of a Live Interaction |
| 1. A live interaction is any completed and resolved customer contact that involves communication with a call center agent, regardless of channel (phone or chat) or origination point (e.g., chatbot, IVR). |
| 2. Live interactions are counted based on resolution status, not the number of contact attempts. |
| Examples of Live interactions include: |
| 1. Chatbot or IVR session escalated to an agent → 1 interaction |
| 2. Chat transferred to phone → 1 interaction |
| 3. Two separate contacts about different issues → 2 interactions |
| 4. Call + email about the same issue → 2 interactions |
| 5. Unresolved call and a follow up call → 2 interactions |
| Not counted as interactions: |
| 1. Abandoned calls |
| 2. Abandoned chats |
| 3. Dropped calls before resolution |
| 4. Duplicate attempts before resolution |
| Instructions |
| 1. Tier Pricing: Enter the fixed monthly fee and price per live interaction for each volume tier. |
| 2. Cost Metrics: Calculate and provide the minimum, maximum, and average cost per interaction, and the equivalent hourly rate (8 hrs/day). |
| 3. Included Services: Clearly list what is included in pricing (e.g., staffing, QA, reporting, WFM, technology). |
| 4. Assumptions: State all key assumptions (e.g., channel mix, operating hours, volume variability, seasonal fluctuations, staffing model). |
| 5. Pricing Model: Ensure pricing reflects a fully loaded service model, unless otherwise specified in Table 2. |
| NOTE: For the 50,001–500,000 tier, vendors must document the assumed monthly volume(s) used to develop pricing (e.g., 75k, 125k, 200k). |
| 4. Instructions – Table 2 (Other Costs) |
| Use this table only for costs that are not included in your tier pricing (Table 1). For each item: |
| 1. Provide one‑time, monthly, or annual costs as applicable. |
| 2. Specify the unit basis (per minute, per user, per GB, etc.). |
| 3. Indicate whether the cost is included in your Table 1 pricing. |
| 4. Include notes that clarify assumptions, usage factors, or dependencies. |
| Do not duplicate any costs already included in Table 1. If an item is included in your base pricing, select “Yes” and enter $0.00 in the cost fields. |
| 5. Instructions – Table 3 (Licensing) |
| List any user licenses required to support your proposed solution. For each license type: |
| 1. Identify the user role (Agent, Supervisor, Admin, Reporting user, etc.). |
| 2. Enter the monthly cost per license. |
| 3. Provide volume discount thresholds, if any. |
| 4. Specify minimum license commitments. |
| 5. Indicate whether these license costs are included in Table 1 pricing. |
| 6. Add notes that may affect pricing (e.g., bundling rules, required modules). |
| Only list licenses relevant to the DES UI Call Center solution. |
| 6. Instructions – Table 4 (Performance / Outcome‑Based Pricing – Optional) |
| Complete this table only if you are proposing an alternative pricing model tied to performance. Note: DES acknowledges that baseline performance metrics for the UI Call Center are not included in this workbook. Vendors may (1) propose indicative ranges based on industry norms, or (2) leave fields blank and state willingness to participate in performance-based pricing once operational baselines are confirmed during contract negotiations. |
| For each performance metric: |
| 1. Give DES’ current baseline (if known) and your proposed target. |
| 2. Describe the method used to measure and validate results. |
| 3. Specify the incentive (bonus, penalty, gain‑sharing, etc.). |
| 4. Quantify the expected financial impact. |
| 5. Document assumptions that support your model. |
| Your performance‑based model should provide clear equivalence to Tables 1–3 so DES can evaluate it fairly. |
| 7. Instructions – Cost Summary (Total Contract Value) |
| Summarize all costs from Tables 1–4: |
| 1. One‑time Costs (Year 1): Implementation, migration, training, setup, and any other startup costs. |
| 2. Recurring Costs (Years 2–5): Annual costs for platform, licensing, telecom usage, operations, enhancements, and support. |
| 3. Do not introduce any new cost elements not already listed in the prior tables. |
| 4. Provide total one‑time cost, total recurring cost across all years, and total contract value. |
| 5. Include notes that point back to the source tables and clarify escalation assumptions. |
| This section must fully align with the numbers provided in earlier sheets. |
| Definition of a Live Interaction |
| A live interaction is defined as any completed customer contact that involves communication with a call center agent, regardless of the channel (phone or chat) and regardless of whether the interaction originated through an automated channel (e.g., IVR, chatbot). |
| A live interaction is counted only when the customer’s request is completed/resolved. Duplicate contacts, abandoned calls/chats, and dropped calls are not counted as interactions. |
| Examples of Live Interactions: |
| • A chatbot session that escalates to an agent = 1 interaction |
| • A chat session transferred to phone = 1 interaction |
| • A call that drops before the agent completes service = 0 interactions |
| • A customer calls twice about two different issues = 2 interactions |
| • A call followed by an email about the same issue = 2 interactions |
| • A call that is not resolved and the customer must call back = 2 interactions |
| Important Notes: |
| • Live interactions are defined based on resolution status, not channel activity. |
| • Only completed and resolved interactions are billable. |
| • Vendors must apply this definition consistently across all tiers. |
Table 1 - Tiered Pricing
| Instructions – Table 1: Pricing by Volume Tier | |
| 1. | Tier Pricing: Enter the fixed monthly fee and price per live interaction for each volume tier. |
| 2. | Cost Metrics: Calculate and provide the minimum, maximum, and average cost per interaction, and the equivalent hourly rate (8 hrs/day). |
| 3. | Included Services: Clearly list what is included in pricing (e.g., staffing, QA, reporting, WFM, technology). |
| 4. | Assumptions: State all key assumptions (e.g., channel mix, operating hours, volume variability, seasonal fluctuations, staffing model). |
| 5. | Pricing Model: Ensure pricing reflects a fully loaded service model, unless otherwise specified in Table 2. |
NOTE: For the 50,001–500,000 tier, vendors must document the assumed monthly volume(s) used to develop pricing (e.g., 75k, 125k, 200k).
| Table 1: Pricing by Volume Tier | |||||||||
| Tier/Option | Min Volume | Max Volume | Fixed Monthly Fee ($) | Price per Live Interaction ($) | Min Volume Cost/Interaction ($) | Max Volume Cost/Interaction ($) | Average Cost/Interaction ($) | Hourly Rate (8 hrs/day) ($) | Included Services |
| 10000-20000 | 10000 | 20000 | |||||||
| 20001-30000 | 20001 | 30000 | |||||||
| 30001-40000 | 30001 | 40000 | |||||||
| 40001-50000 | 40001 | 50000 | |||||||
| 50001-500000 | 50001 | 500000 | |||||||
| Example Row (For Vendor Guidance Only) - DO NOT populuate/Reference Only | |||||||||
| Tier/Option | Min Volume | Max Volume | Fixed Monthly Fee ($) | Price per Live Interaction ($) | Min Volume Cost/Interaction ($) | Max Volume Cost/Interaction ($) | Average Cost/Interaction ($) | Hourly Rate (8 hrs/day) ($) | Included Services |
| 10,000–20,000 interactions/month | 10,000 | 20,000 | 150,000 | 2.5 | 17.5 | 10 | 13.75 | 28 | |
| 20,001–30,000 | 20,001 | 30,000 | 210,000 | 2.4 | 12.9 | 9.4 | 11.15 | 27 | |
| 30,001–40,000 | 30,001 | 40,000 | 260,000 | 2.3 | 10.96 | 8.8 | 9.88 | 26 | |
| 40,001–50,000 | 40,001 | 50,000 | 300,000 | 2.2 | 9.7 | 8.2 | 8.95 | 25 | |
| 50,001+ | 50,001 | 500,000 | 350,000 | 2.1 | 9.1 | 7.8 | 8.45 | 24 |
Table 2 - Other Costs Instructions – Table 2: Additional / Conditional Costs Complete Table 2 by identifying all costs not included in Tier Pricing (Table 1):
Scope of Costs: List only additional or conditional costs.
If a cost is included in Tier Pricing, mark “Yes” under Included in Base Pricing and do not duplicate.
Cost Details: Provide all applicable cost components:
One-time, monthly, and/or annual costs Unit basis (e.g., per minute, per agent, per GB) Notes & Assumptions: Include brief explanations of pricing assumptions, conditions, or dependencies.
Pricing Model: Ensure all pricing reflects a fully loaded service model, including all costs required to support UI call center operations.
| Table 2: Additional / Conditional Costs | |||||||
| Cost Category | Cost Item | One-Time Cost ($) | Monthly Cost ($) | Annual Cost ($) | Unit Basis (e.g., per min, per agent) | Included in Base Pricing (Yes/No) | Comments / Details |
| IVR / Telephony | IVR Setup Cost | $ | |||||
| IVR Usage Charges | $ | $ | Per minute | ||||
| Telecom Usage – Agents | $ | $ | Per agent / usage | ||||
| Training | Additional Training (Replacement Agents) | $ | Per agent | ||||
| Storage / Data (Recording, retention, etc.) | Call Recording Storage | $ | $ | Per GB / retention period | |||
| Messaging | SMS Costs | $ | $ | Per message | |||
| Email/SMS Campaign Costs | $ | Per campaign / annual | |||||
| Knowledge / AI Tools | Knowledge Base Licensing | $ | $ | Per user / system | |||
| Customer Experience Features | Callback Scheduling (Chat/Voice) | $ | $ | $ | |||
| Wait-Time / Queue Messaging Setup | $ | ||||||
| Wait-Time Feature Support & Maintenance | $ | $ | |||||
| Operations | Ongoing Support Costs (if separate) | $ | $ | ||||
| Overtime / Holiday Rates | $ | $ | Per hour / % uplift | ||||
| Language Services | Translation Services | $ | $ | Per minute | |||
| Other | Other (Specify) | $ | $ | $ | |||
| Example (For Vendor Guidance Only – Do Not Populate) | |||||||
| Cost Category | Cost Item | One-Time Cost ($) | Monthly Cost ($) | Annual Cost ($) | Unit Basis | Included in Base Pricing (Yes/No) | Comments / Details |
| IVR / Telephony | IVR Setup Cost | $2,000 | One-time | No | Initial configuration, call flows, prompts, and integration with call center platform | ||
| IVR / Telephony | IVR Usage Charges | $0.045/min | $540,000 | Per minute | No | Based on estimated 1M minutes/month; includes inbound routing and IVR navigation | |
| Messaging | SMS Costs | $0.03/message | $36,000 | Per message | No | Outbound notifications for claim status and reminders | |
| Storage / Data | Call Recording Storage | $500 | $6,000 | Per GB / retention period | Yes | Included in base pricing up to 90-day retention; overage billed separately | |
| Knowledge / AI Tools | Chatbot Support & Maintenance | $2,000 | $24,000 | Monthly support | Yes | Includes updates, monitoring, and minor enhancements | |
| Operations | Overtime / Holiday Rates | Per hour / % uplift | No | 1.5x standard hourly rate for overtime; 2x for holidays | |||
| Language Services | Translation Services | $0.12/min | $14,400 | Per minute | No | Applies to non-English calls; usage-based |
Table 3 - Licensing Instructions – Table 3: Licensing Complete Table 3 by providing the following for each license type:
| 1. | License Details: Identify all license types and associated user roles (e.g., Agent, Supervisor, Admin, Reporting). |
| 2. | Pricing: Enter the monthly cost per license and any discounted rates. |
| 3. | Discounts: Specify volume discount thresholds (if applicable). |
| 4. | Commitment: State any minimum license commitment (number or term). |
| 5. | Tier Inclusion: Indicate whether the license cost is included in tier pricing (Yes/No). |
| 6. | Notes: Add any relevant assumptions or pricing conditions. DES will provide final user counts during contract award. For evaluation purposes, vendors must base pricing on the following assumed user counts (or propose reasonable ranges): |
– XX Agents
– XX Supervisors
– XX Admins
– XX Reporting Users Vendors may add notes if pricing is sensitive to license minimums or thresholds.
| Table 3: User Licensing | |||||||
| License Type | Role / User Type | Monthly Cost per License ($) | Volume Discount Threshold | Discounted Rate ($) | Minimum Commitment (Licenses/Term) | Included in Tier Pricing (Yes/No) | Notes / Assumptions |
| Agent License | Call Center Agent | $ | $ | ||||
| Supervisor License | Supervisor / QA | $ | $ | ||||
| Admin License | System Admin | $ | $ | ||||
| Reporting / Analytics | Reporting Users | $ | $ | ||||
| Other (Specify) | $ | $ | |||||
| Example Row (For Vendor Guidance Only) - DO NOT populuate/Reference Only | |||||||
| License Type | Role / User Type | Monthly Cost per License ($) | Volume Discount Threshold | Discounted Rate ($) | Minimum Commitment (Licenses/Term) | Included in Tier Pricing (Yes/No) | Notes / Assumptions |
| Agent License | Call Center Agent | $120 | 100+ licenses | $105 | Minimum 50 licenses per month | Yes | Includes core platform access (voice, chat); excludes usage-based telecom charges |
Table 4 - Performance Instructions – Table 4 – Performance-Based / Outcome-Based Pricing Complete Table 4 only if proposing a performance-based or alternative pricing model:
Model Overview: Present any alternative pricing approach separately from standard pricing (Tables 1–3).
Performance Metrics: Define baseline (DES current state) and proposed vendor targets for each metric.
Measurement Method: Clearly describe how each metric will be measured, tracked, and validated.
Pricing Incentive: Specify the incentive structure (e.g., bonus, gain share, shared savings, penalty).
Financial Impact: Quantify the financial impact ($) tied to performance outcomes.
Assumptions & Conditions: Include all assumptions, inclusions/exclusions, and conditions supporting the model.
Comparability: Ensure the model provides equivalent detail to Tables 1–3 for evaluation and comparison.
| Table 4: Performance based / Outcome-Based Pricing | ||||||
| Performance Metric | Baseline (DES Current State) | Vendor Target | Measurement Method | Pricing Incentive | Vendor Financial Impact ($) | Notes / Assumptions |
| Digital Containment Rate | % | % | % interactions resolved without live agent | Bonus per % improvement | $ | |
| Automation Resolution Rate | % | % | % inquiries fully resolved by automation | Shared savings / credit | $ | |
| First Contact Resolution (FCR) | % | % | % resolved without follow-up | Incentive payment | $ | |
| Average Handle Time Reduction | Minutes | Minutes | Reduction in handling time | Gain share | $ | |
| Cost per Interaction Reduction | $ | $ | Reduction in cost to serve | Shared savings | $ | |
| Customer Satisfaction (CSAT) | Score | Score | Survey results | Incentive / penalty | $ | |
| Example (For Vendor Guidance Only – Do Not Populate) | ||||||
| Performance Metric | Baseline (DES Current State) | Vendor Target | Measurement Method | Pricing Incentive | Vendor Financial Impact ($) | Notes / Assumptions |
| Digital Containment Rate | 35% | 50% | % of total interactions resolved without live agent (monthly reporting) | $10,000 bonus per +5% improvement above baseline | Up to $30,000 annually | Based on chatbot + IVR optimization; excludes complex claims requiring escalation |
| Automation Resolution Rate | 25% | 40% | % of inquiries fully resolved via automation (no agent intervention) | Shared savings (20% of cost avoided per interaction) | Estimated $50,000 annually | Assumes reduction in live agent workload and cost per interaction |
| First Contact Resolution (FCR) | 70% | 80% | % of interactions resolved without follow-up within 7 days | $5 per additional resolved interaction above baseline | Estimated $40,000 annually | Based on improved knowledge base and agent training |
| Average Handle Time Reduction | 10 mins | 8 mins | Reduction in average call duration (monthly average) | Gain share (15% of cost savings from reduced handling time) | Estimated $35,000 annually | Assumes stable call volumes and staffing model |
| Cost per Interaction Reduction | $6.50 | $5.50 | Reduction in total cost per interaction | Shared savings (25% of verified cost reduction) | Estimated $60,000 annually | Based on efficiency gains and automation adoption |
| Customer Satisfaction (CSAT) | 80 | 88 | Survey-based scoring (monthly average) | $2,000 bonus for each +2 point increase | Up to $16,000 annually | Based on post-call surveys; minimum response threshold applies |
Cost Form (Summary) Table 5 – Cost Summary (Total Contract Value) Instructions – Table 5: Cost Summary Complete Table 5 by summarizing total contract costs based on Tables 1–4:
1) One-Time Costs (Year 1):
Enter all implementation-related costs (e.g., project management, migration, customization, testing, training, setup).
2) Recurring Costs (Years 2–5):
Provide annual recurring costs by category (e.g., subscription/platform, licensing, maintenance & support, operations, enhancements).
3) Alignment with Other Tables:
All values must align with detailed pricing provided in Tables 1–4.
Do not introduce new cost elements.
4) Totals: Calculate and provide: Total One-Time Cost,Total Recurring Cost (across all years),Grand Total Contract Value
5) Notes / References:
Indicate the source of costs (e.g., Table 1, Table 2, Table 3) and include any key assumptions (e.g., escalation, volume changes).
| One-Time Cost Component | Year 1 Total ($) | Notes / Reference | |||
| Project Management | |||||
| Implementation / Migration | |||||
| Customization / Development | |||||
| Testing | |||||
| Training | |||||
| Command Center Startup | |||||
| Software / Platform Setup (if applicable) | |||||
| Hardware (if applicable) | |||||
| Data Migration / Integration Setup | |||||
| Other | |||||
| Total One-Time Cost | |||||
| Cost Component | Year 2 | Year 3 | Year 4 | Year 5 | Notes |
| Software / Platform (Subscription) | |||||
| Telecom / Usage Costs (IVR, SMS, etc.) | |||||
| Licensing | |||||
| Maintenance & Support | |||||
| Operations | |||||
| Enhancements | |||||
| Other | |||||
| Total Recurring Cost |
| Grand Total Contract Value | $ | ||||
| Example (For Vendor Guidance Only – Do Not Populate) | |||||
| 🔹 One-Time Cost Summary (Example) | |||||
| One-Time Cost Component | Year 1 Total ($) | Notes / Reference | |||
| Project Management | $XXX,XXX | Includes transition planning and coordination | |||
| Implementation / Migration | $XXX,XXX | Setup of call center operations and knowledge transfer | |||
| Customization / Development | $XXX,XXX | IVR, workflows, and chatbot configuration | |||
| Testing | $XX,XXX | UAT and operational readiness validation | |||
| Training | $XX,XXX | Agent onboarding and UI program training | |||
| Command Center Startup | $XXX,XXX | Workforce setup, scheduling, QA processes | |||
| Other | $XX,XXX | Knowledge base and initial content setup | |||
| Total One-Time Cost | $X,XXX,XXX | ||||
| 🔹 Recurring Cost Summary (Example) | |||||
| Cost Component | Year 2 | Year 3 | Year 4 | Year 5 | Notes |
| Subscription / Platform | $X,XXX,XXX | $X,XXX,XXX | $X,XXX,XXX | $X,XXX,XXX | Contact center platform, IVR, chatbot |
| Licensing | $XXX,XXX | $XXX,XXX | $XXX,XXX | $XXX,XXX | Agent and supervisor licenses |
| Maintenance & Support | $XXX,XXX | $XXX,XXX | $XXX,XXX | $XXX,XXX | System and platform support |
| Operations | $X,XXX,XXX | $X,XXX,XXX | $X,XXX,XXX | $X,XXX,XXX | Staffing for claims, inquiries, certifications |
| Enhancements | $XX,XXX | $XX,XXX | $XX,XXX | $XX,XXX | Continuous improvements |
| Other | $XX,XXX | $XX,XXX | $XX,XXX | $XX,XXX | Messaging, translation, telecom usage |
| Total Recurring Cost | $X,XXX,XXX | $X,XXX,XXX | $X,XXX,XXX | $X,XXX,XXX | |
| 🔹 Grand Total (Example) | |||||
| Description | Amount | ||||
| Grand Total Contract Value | $X,XXX,XXX | ||||
| One-Time Cost Component | Year 1 Total ($) | Notes / Reference | |||
| Project Management | |||||
| Implementation / Migration | |||||
| Customization / Development | |||||
| Testing | |||||
| Training | |||||
| Command Center Startup | |||||
| Software / Platform Setup (if applicable) | |||||
| Hardware (if applicable) | |||||
| Data Migration / Integration Setup | |||||
| Other | |||||
| Total One-Time Cost |
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