Volumes for Question No.18.pdf
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- Solicitation number
- BPO_RFI_9242025
About this file
This document appears to be a detailed volume and performance metrics table for a contact center operation, likely related to student loan services. The data shows task-level breakdown across multiple service categories, with the most significant volumes in Inbound Calls (3,863,819 interactions, 52.121% of total volume), Chat Sessions (1,016,586 interactions, 13.713%), and Specialty Program Inbound Calls (920,167 interactions, 12.413%). The table includes Spanish language volume percentages, with Inbound Calls having 3.04% Spanish interactions and Chat Sessions at 0.770%.
The tasks cover a wide range of student loan-related services, including Borrower Defense Application Processing, Public Service Loan Forgiveness (PSLF) Application Reviews, TEACH Application Reviews, Total and Permanent Disability (TPD) Application Reviews, and various other contact center support functions. Specialty program interactions and PSLF-related tasks represent significant portions of the workload, with activities like PSLF Employer Name Checks (100,281 interactions), PSLF Reconsideration processes, and application reviews for different loan forgiveness and support programs.
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Other files
| File | Type | Posted |
|---|---|---|
| BPO RFI QA.xlsx | XLSX spreadsheet | |
| BPO RFI_Final Revised_10152025 .pdf | ||
| BPO RFI_Final_09232025.pdf |
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Text version
Task Most Recent 12 Month volume
% of total
Spanish (%of total volume)
Inbound Calls 3,863,819 52.121% 3.04%
Chat Sessions 1,016,586 13.713% .770%
Manual Email Exchanges 641,623 8.655% .009%
Outbound Mail Responses 2,068 0.028%
Other Contact Center Support 390 0.005%
PLUS Loan Adverse Credit Determination Appeals 44,548 0.601%
Comingled Account Research and Resolution 29 0.000%
Borrower Defense Application Processing (Intake, review, and follow-up) 82,017 1.106%
Discharge Request (Post-determination Processing) 22,261 0.000%
Other Borrower Defense Processing Tasks 0 0.300%
Complete intake referrals 28 0.000%
Research Fraud referrals 28 0.000%
Initial Risk Tier Determination 28 0.000%
Initiate and execute final referral disposition 28 0.000%
Feedback Non-Call Case Intake, Screening, Assignment, and Closure 28,989 0.391%
Reviewing and Responding to Control Mail 1,144 0.015%
Inbound Calls - Specialty Programs 920,167 12.413%
Chat Sessions - Specialty Programs 246,879 3.330%
Manual Email Exchanges - Specialty Programs 115,840 1.563%
Outbound Mail Responses - Specialty Programs 187 0.003%
Feedback Non-Call Case Intake, Screening, Assignment, and Closure - Specialty Programs 18,001 0.243%
Reviewing and Responding to Control Mail - Specialty Programs 2,095 0.028%
PSLF Application Review 54,310 0.733%
PSLF Employer Name Check 100,281 1.353%
TEPSLF Check 18,665 0.252%
PSLF Employer Eligibility Evaluation 11,532 0.156%
PSLF Employer Eligibility No Evaluation 48,925 0.660%
PSLF Reconsideration - Tier 1 60,523 0.816%
PSLF Reconsideration - Tier 2 34,125 0.460%
TEACH Application Review 14,993 0.202%
TPD Application Review 63,094 0.851%
File details come from the government source that posted it. Updated .