Call Center RFP Bidders Conference.pdf

Draft for Discussion & Policy Purposes Only

Contact Center Operations RFP

Bidder’s Conference

10AM, December 20, 2016

• Rose Yates—AGM Customer Communications and Marketing

• Carla Howze—Director of Customer Communications

• Elizabeth Tetreault—Deputy Director of Strategic Sourcing

• Susan Cobb—Deputy General Counsel

• Nick Easley—Senior Director of Flexible Contracting

• Sam Rashin—Deputy Director of Financial Strategy

Introductions

• The MBTA is the fifth largest transit system in the United States by ridership with over one million trips per day

› 175 directly-operated bus routes and 5 contracted bus routes

› 3 heavy rail and 1 light rail subway lines

› 12 commuter rail lines

• The MBTA employs more than 6,300 people to fulfill its mission of meeting transportation needs in the Greater Boston Metropolitan Area through a combination of light and heavy rail, commuter rail, bus, paratransit, and ferry systems

• MBTA employees perform a wide variety of functions

› Almost 90% of the MBTA’s employees are engaged in operations, construction, or maintenance; the remaining 10% perform police, security, safety, or administrative functions

Background on the MBTA

Why we are here today

Overview

• Note on Process

• Structure of RFP

• Overview of Appendices/Exhibits

• Timeline of Activities

• Overview of Call Center Activities

• Open Questions/Answers

• Please sign in

• RFP is available on Commbuys

› Sign up and register as vendor if you haven’t already

› All addenda will be posted to Commbuys

› All questions will be answered on Commbuys

› All proposals will be submitted through Commbuys

› See section 2 of RFP for details

• All questions asked here are for informational purposes only and are not to be relied on

• The only official questions are those which are posted and answered on Commbuys

Note on Process

1. Appendix A: Pricing Form

A. Transition costs

B. Pricing Summary 3 years + 2 one-year options

2. Appendix B: RACI chart

3. Appendix C: Historic Call and Email Volume

4. Appendix D: Call Interval Averages

5. Appendix E: Languages

6. Appendix F: Service Level Agreements

7. Appendix G: Call Tree

8. Appendix H: Process Maps

9. Appendix I: HEAT Software

10. Appendix J: IT Accessibility Standards

Overview of Appendices/Attachments

Schedule: Key Deadlines Highlighted Red

DATE ACTIVITY

12/12/2016 RFP Release Date

TODAY

Respondent Conference at Conference Room 3859, 3rd Floor, 10 Park Plaza, Boston, MA, 02116

1/6/2017 Respondent Deadline to Submit Questions on the content of the RFP

1/13/2017 Answer to Respondent Questions Posted to Web Site by Close of Business

1/20/2017 Deadline for Submission of Proposals @ 12:00 Noon Eastern ("Due

Date")

Estimated

2/1/2017 to 2/10/2017 Proposal Evaluations & Oral Presentations

Estimated

2/10/2017 Finalize Technical Scoring

Estimated

2/13/2017 Review Pricing

Estimated

2/15/2017 Best & Final Offer

Estimated

2/28/2017

Recommendation to Financial Management Control Board On Selection of

Finalist for Contact Center Operations to 3rd Party Provider. Request for

Notice to Proceed to Contract Award pending final contract negotiations.

Estimated

4/1/2017 Anticipated Contract Award

• 28 employees: 4 management, 4 supervisors, 20 customer service representatives

• Respond to inquiries from a variety of sources: calls, emails, online forms

• Receive calls in English, Spanish, Chinese, Haitian French Creole, Cape Verdean Creole

› ~2-3% of calls are non-English; Less than ~0.1% of all calls are neither English nor Spanish

• Respond to inquiries about services, schedules, and trip planning

• Record, communicate, and resolve customer complaints

› Work with other departments to communicate and act on complaints

› If complaint registers as an emergency (e.g. erratic driving, need for police action), operations departments are notified immediately

• Provide information to those who cannot access it in other forms

› Some users cannot use alternative services (e.g. internet) because they either do not have access to a smartphone/internet or have visual/cognitive impairments which prevent them from using such services

• Acts as the main switchboard for MBTA

• Ancillary activities

› Support Charlie Card services

» Refunds: Work with AFC to process forms

» Card consolidation: Process forms for combining multiple Charlie Tickets onto one ticket

› Provides translation services to other MBTA departments

Call Center Background

Key activities and purposes

Call Center Background

~70% of calls concern schedules and service inquires; 16% are complaints

83% 16% 1%

Total incident volume down 25% from FY13-FY16

IVR

Automated

Service Alerts Implemented in November

Operating Efficiency

Previous improvements in technology have reduced MBTA call volume

Calls handled volume has declined ~25% since implementation of IVR

Call Center Operating Costs

Expenses have not matched changes in volume, grew 6% from FY13-16

*Incidents includes all calls received (calls handled plus abandoned calls) and all email volume

Call Center Operating Costs

Fully loaded FY16 call center expenses totaled $3.6M

Note: Same methodology used as KPMG outlined in Money Room Review

• Heat software is the main operations and management tool of the MBTA Call Center

› Heat is used to log all incidents, communicate with departments on individual tickets, and produce reporting

• Heat Upgrade

› Currently being upgraded as discussed in RFP (section 5.1.4.1)

› New system will not have same look as current system, but the capabilities and field entries will be mostly similar

• MBTA plans on continuing to use its Heat software system internally after contracting Contact Center services to a third party provider

› Respondents should propose how the systems they plan to use (Heat or otherwise) will integrate with the current Heat software solution

Heat Software System

Heat Screenshots: Main Screen

Main screen used to log information about incoming calls to MBTA

Heat Screenshots: Profiles

MBTA records basic data from its customers to track who is calling in

Heat Screenshots: Assignment

Assignment used to route complaints to appropriate departments

• 28 employees: 4 management, 4 supervisors, 20 customer service representatives

• Respond to inquiries from a variety of sources: calls, emails, online forms

• Receive calls in English, Spanish, Chinese, Haitian French Creole, Cape Verdean Creole

› ~2-3% of calls are non-English; Less than ~0.1% of all calls are neither English nor Spanish

• Respond to inquiries about services, schedules, and trip planning

• Record, communicate, and resolve customer complaints

› Work with other departments to communicate and act on complaints

› If complaint registers as an emergency (e.g. erratic driving, need for police action), operations departments are notified immediately

• Provide information to those who cannot access it in other forms

› Some users cannot use alternative services (e.g. internet) because they either do not have access to a smartphone/internet or have visual/cognitive impairments which prevent them from using such services

• Acts as the main switchboard for MBTA

• Ancillary activities

› Support Charlie Card services

» Refunds: Work with AFC to process forms

» Card consolidation: Process forms for combining multiple Charlie Tickets onto one ticket

› Provides translation services to other MBTA departments

Key activities and purposes—Contact Center Operator won’t provide all services

MBTA RESPONSIBILITIES CONTACT CENTER OPERATOR RESPONSIBILITIES

• Provide Contact Center with accurate, up-to-date information on MBTA operations

• Work with MBTA departments to resolve complaints and reach out to customers to make final resolutions

• Work with Contact Center to improve operations on an ongoing basis and increase first call resolution

• Monitor quality of Contact Center Operator using ‘secret shopper’ auditing program, as well as measuring performance metrics on a daily basis

• Provide information on Title VI, System-wide accessibility, and MBTA operations to be included in Training Materials

• Define procedures for Operator to contact Operations Control Center and Transit Police Departments

• Respond to inquiries from a variety of sources:

calls, emails, online forms

• Record all contacts into a database

• Work with MBTA Operations Control Center and

Transit Police Department to escalate all ongoing situations

• Generate and assign tickets based on complaints to various departments

• Staff contact center

• Train staff and produce training materials

• Manage call center to meet key SLAs

• Accurate Data Entry

• Data Security

• Manage ACD, IVR and other technology designed to better route and respond to customer inquiries

• Ensure IT interconnectivity with MBTA systems functions properly

• Provide access to online reporting tool for periodic and ad-hoc reports

• Meet insurance, compliance notifications, licensing & other regulatory requirements

• Provide audit support

• Provide access to facilities

Responsibilities of Contact Center Operator—Questions?

Questions?