QUALIFICATIONS_CENTER_3_Feb_R1.pdf

QUALIFICATIONS CENTER

1. Is there a requirement for the AFR Qualification Center to be a brick-and-mortar operation or can it be virtual?

ANSWER: Ref PWS Para 4.12. No, it can be virtual.

2. Is there a minimum or maximum number of personnel expected to respond to calls in the

Qualification Center?

ANSWER: Ref PWS Para 4.12.2. No.

3. How many people are needed to staff the Qualification and Lead Operations Center?

ANSWER: Ref PWS 4.12. There is no minimum or maximum number. The offeror should propose a technical approach that ensures compliance with the solicitation

4. How many E-Recruiters/Advisors are currently supporting this lead-generating process? Do all these individuals work remote? Who is responsible for managing these individuals? Will the approved

Lead Management System be available for direct data entry or is a file transfer the expectation? In the event of a Lead Management System failure, where or to whom would the leads need to be forwarded to within the required two (2) business days?

ANSWER: Ref PWS Para(s) 4.12., 4.12.1, 4.12.2. We do not provide offerors other offerors staffing plans.

Working remote is an acceptable. E-Recruiters are managed by a supervisor (4.8.2). There is no minimum or maximum number. The offeror should propose a technical approach that ensures compliance with the solicitation.

ANSWER: The approved LMS will be available for direct data entry. In the event of system failure, leads would need to be forwarded to the geographically appropriate flight within 2 days.

5. Is there a service level that must be adhered to regarding average speed of answer or call abandonment?

ANSWER: Ref PWS Para 4.12.1. No, currently there is no guidelines.

6. Where is the AFR Qualification Center currently located?

ANSWER: Ref PWS Sections 4.12. The qualification center is currently virtual. It is remotely hosted with staff members located across the nation, managed by the Qualification Center Supervisor (4.8.2)

7. Do the same recruiters working the Qualification and Lead Center also handle social media inquiries and community management?

ANSWER: Ref PWS Para 4.12. Yes, E-Recruiters handle all social media inquiries and community management.

8. What is the average handle time (AHT or call duration) per call?

ANSWER: Ref PWS Sections 4.12.1 The Qualification Center. This varies on the applicant validation need.

9. Is it the intent that the Center Operators will prequalify the leads and enter them into the approved lead management system with an AFR recruiter then following up directly with the candidate?

ANSWER: Ref PWS Sections 4.12.2 Yes, the qualification and lead operations center is staffed with individuals with prior Air Force Reserve, Air Force, or Air National Guard recruiting personnel that prequalify leads and enter them into the lead management system.

10. Will the Government provide the quantities of awards that are typically filled from the fulfillment center on a yearly basis?

ANSWER: Ref PWS Sections 4.12.3. Yes. Based off current data, 1500 peer referral branded awards are needed annually.

11.. Are the primary fulfillment activities shipping collateral and other material to the recruiters?

ANSWER: Ref PWS Sections 4.12.5. Yes, by US Mail.

13. How many orders are fulfilled each year for the past 3 years?

ANSWER: Ref PWS Sections 4.14.7. Based on past data and average of 1500 peer referral branded awards were needed annually over the past three years.

Are premium items included in the direct mail programs or do they primarily consist of printed materials?

ANSWER: Ref PWS Sections 4.14.7. Printed Materials only.