D.1 RFP Attachment 6 (12) month metrics.pdf

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Attached to
Wounded Warrior Outreach and Resource Support Services-Request for Proposal Federal contract opportunity
Solicitation number
M0026426R0001
Issued by
United States Marine Corps

About this file

Written by GovTribe AI ·

This document is a response to a request for information from a Contracting Officer Representative, providing detailed metrics for the Wounded Warrior Call Center and its associated contact centers. The organization operates two primary contact centers - Wounded Warrior Call Center in Quantico (24/7/365 with 3 shifts) and Contact Centers in East (Lejeune, N.C.) and West (Camp Pendleton, CA), both operating Monday-Friday 0800-1630. Staffing includes Non-Medical Case Managers (NMCM), Customer Care Representatives (CCR), Customer Care Supervisors (CCS), and Field Support Representatives (FSR), with a total current case load of 77 cases and an average of 16 cases per FSR.

The metrics cover the period from May 1, 2024 to May 31, 2025, detailing outgoing and incoming call times, average call durations, and email volumes across different extensions and roles. The data breaks down performance for individual staff members, showing variations in call handling times and volumes. Field Support Representatives are distributed across different U.S. regions, with case loads ranging from 12-25 per representative and a cumulative total of 263 cases, with specific breakdowns for Eastern, Southeastern, Central, North Central, and West Coast regions. The document provides granular insights into the operational efficiency of these support centers serving military personnel.

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Other files for this federal contract opportunity

Other files attached to Wounded Warrior Outreach and Resource Support Services-Request for Proposal, newest first.
File Type Posted
E.2 M0026426R0001 Amendment 0002.pdf PDF
E.1 REVISED #2 RFP Attachment 4 Price Workbook - Copy.xlsx XLSX spreadsheet
E.1 RFP Revised Attachment 3 Past Performance.docx DOCX document
E.1 Questions with Answers.pdf PDF
E.1 M0026426R0001 Amendment 0001.pdf PDF
E.1 Updated RFP Attachment 3a Past Perf Questionnaire.docx DOCX document
E.1 REVISED RFP Attachment 4 Price Workbook.xlsx XLSX spreadsheet
E.1 Revised RFP Attachment 2 Staffing Matrix.xlsx XLSX spreadsheet
D.1 RFP Attachment 1 Q&A.xlsx XLSX spreadsheet
D.1 RFP Attachment 2 Staffing Matrix.xlsx XLSX spreadsheet
D.1 RFP Attachment 5 Wage Determination (Camp Pendleton).pdf PDF
D.1 Draft RFP Q&A.xlsx XLSX spreadsheet
D.1 RFP Attachment 4 Price Workbook.xlsx XLSX spreadsheet
D.1 RFP Attachment 5 Wage Determination (Camp Lejeune).pdf PDF
D.1 RFP M0026426R0001.pdf PDF
D.1 RFP Attachment 3a Past Perf Questionnaire.docx DOCX document
D.1 RFP PWS Attachment 1 GFP.xlsx XLSX spreadsheet
D.1 RFP Attachment 3 Past Performance.docx DOCX document
D.1 RFP Attachment 5 Wage Determination (Quantico).pdf PDF
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Outgoing Total Call Time Average Call Time Incoming Total Call Time Average Call Time NMCM - 1 (ext.292) 2715 84:27:06 01:46 504 27:25:15 03:06 NMCM-2 (ext.280) 1497 89:34:55 03:18 492 35:52:02 04:15 NMCM-3 (ext.278) 2152 88:18:48 02:08 416 27:05:56 03:49 NMCM-4 (ext.284) 2870 105:49:38 01:54 569 36:11:16 04:02 QA/QC (ext.275) 397 12:50:40 01:41 332 66:01:00 02:08 CCS-1 (ext.286) 9699 322:47:38 02:01 486 51:55:21 09:58 CCS-2 (ext.283) 32 01:23:32 02:26 92 13:32:49 08:41 CCR-1 (ext.274) 6077 228:16:01 01:56 1024 94:03:21 05:26 CCR-2 (ext.295) 6375 140:17:02 01:00 981 79:46:36 04:44 CCR-3 (ext.273) 7883 237:50:39 01:29 895 78:07:38 05:06 CCR-4 (ext.281) 4915 117:45:49 01:08 164 16:49:49 05:43 CCR-5 (ext.291) 6258 156:49:38 01:11 275 23:50:48 05:06 CCR-6 (ext.285) 10157 289:17:53 01:24 487 66:46:46 08:05 CCR-7 (ext.277) 6500 258:59:03 02:04 471 78:04:29 09:48 CCR-8 (ext.279) 7359 169:28:37 01:04 561 45:52:45 04:48 CCR-9 (ext.271) 32 06:53:32 12:43 234 102:41:52 26:10 CCR-10 (ext.293) 15 01:09:19 04:29 142 15:23:38 06:22

Totals 74933 2311:59:50 02:34 8125 859:31:21 06:54

Outgoing Total Call Time Average Call Time Incoming Total Call Time Average Call Time Email

NMCM 864 391:00:00 0:27:15 151 69:00:00 0:27:30 622

CCR 1 1179 535:10:00 0:27:20 114 76:00:00 0:40:00 1003

CCR 2 1022 555:50:00 0:32:35 34 22:05:00 0:39:05 857

CCR 3 1022 417:30:00 0:24:30 38 24:10:00 0:38:00 200

Totals 4087 1898:90:00 0:27:45 337 191:15:00 0:36:00 2682

Outgoing Total Call Time Average Call Time Incoming Total Call Time Average Call Time Email

NMCM 808 432:00:00 0:32:10 83 0:55:00 0:40:00 475

CCR 1 642 308:00:00 0:28:40 177 107:16:00 0:36:30 778

CCR 2 641 331:50:00 0:31:05 65 42:50:00 0:39:35 451

CCR 3 812 398:50:00 0:29:25 96 62:15:00 0:38:55 608

Totals 2903 1470:50:00 0:30:30 421 213:16:00 0:38:55 2312

Response to request for information recieved 4 June 25 from Contracting Officer Representative Mr. Mowen. All metrics were created using data from1 May 24 to 31 May 25.

All "Call Time "columns are represented in minutes EX: 1898:90:00 = Hours:Minutes:Seconds

NMCM= Non-Medical Case Manager

CCS = Customer Care Supervisor

CCR= Customer Care Representative

CCE= Contact Center East

CCW= Contact Center West

QA/QC= QA/QC supervisor

FSR= Field Support Representative

Wounded Warrior Call Center, Quantico

24/7/365 3 Shifts

Contact Center West, Camp Pendleton, CA.

Monday-Friday 0800-1630

Contact Center East, Lejeune, N.C.

Monday-Friday 0800-1630

WWCC Organization:

1st Shift= 4 NMCM, 4 CCR, QA/QC

2d Shift= 1 Supervisor, 4 CCR

3d Shift= 1 Supervisor, 2 CCR

Contact Center East Organization:

1 Supervisor

1 NMCM

3 CCR

Contact Center West Organization:

1 Supervisor

1 NMCM

3 CCR

Field Support Reprentatives:

Current total Case Load: 77

Average Cases Per FSR: 16

Case load per FSR range over the last 12 months: 12-25

Max individual case load: 26

Cumulative total: 263

FSR Current Case Load Cumulative Case Load TDRL/PDRL Current Case Load

Eastern USA 21 44 15

Sounth Eastern USA 13 50 47

Central USA 14 57 21

North Central 16 60 18

West Coast 12 52 26

Sheet1

File details come from the government source that posted it. Updated .