RFP 2023-86 Clarifying Questions #1.pdf
PDF 604 KB Posted
- Attached to
- 2023-86 RFP External Call Center Services
- Solicitation number
- S-C01010-00008478
- Issued by
- Clackamas County, Oregon
About this file
This document is a response to clarifying questions regarding a Request for Proposals (RFP) issued by Clackamas County, Oregon for External Call Center Services. The RFP allows for participation from vendors outside the USA, but the selected vendor will need to obtain an Oregon Business registry license. Virtual meetings are acceptable, and the vendor can perform the services from outside the USA. Proposals must be submitted in person, not by email. The RFP outlines requirements such as minimum call capacity, maximum hold time, percentage of calls answered by live operators, and language options (English and Spanish). It also provides historical data on call volumes, wait times, and handling times. The County is looking to outsource 25-30% of their 80,000 annual calls to reduce abandonment rates and wait times.
The County is seeking 2-3 full-time equivalent (FTE) agents from the vendor to support this contract. The vendor will need to integrate with the County's Openscape phone system, EPIC EMR system, email, and Microsoft Teams. The County does not intend to expand the outsourcing percentage over the contract term or extend the operational hours beyond those listed in the RFP at this time. The RFP has a due date of November 30, 2023 at 2:00 PM PDT, but no award date is specified.
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Text version
PH: 503-742-5400 WWW.CLACKAMAS.US
REQUEST FOR PROPOSALS #2023-86
External Call Center Services
RESPONSE TO CLARIFYING QUESTIONS #1
Note that these are questions submitted by interested firms to the above referenced solicitation. The below answers are for clarification purposes only and in no way alter or amend the RFP as published.
1. Whether companies from Outside USA can apply for this? (like,from India or Canada)
Answer: Yes but the vendor will be required to obtain an Oregon Business registry license at the time of contract.
2. Whether we need to come over there for meetings?
Answer: No, virtual meetings are fine.
3. Can we perform the tasks (related to RFP) outside USA? (like, from India or Canada)
Answer: Yes.
4. Can we submit the proposals via email?
Answer: No.
5. Why has this bid been released at this time?
Answer: Based on business needs and staffing constraints.
6. When is the anticipated award date?
Answer: No date specified.
7. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.
Answer: N/A no current or recent vendor(s)
8. To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award?
Answer: None.
9. Is previous experience with any specific customer information systems, phone systems, or software required?
Answer: Experience using EPIC EHR is preferred.
10. What is the minimum required total call capacity?
Answer: See RFP, Section 3.3.1
11. What is the maximum hold time?
Answer: See RFP, Section 3.3.1
12. What percentage of inbound calls must be answered by a live operator?
Answer: Callers navigate our Clackamas Health Centers phone tree, after which they are routed to a live operator.
13. What percentage of calls must be resolved without a transfer, second call, or a return call?
Answer: 95%
14. Is there a minimum or maximum number of operators and supervisors?
Answer: Minimum 3 operators from vendor, maximum 7 operators (subject to change based on business needs).
Maximum 1 supervisor.
15. What are the call center's hours of operation?
Answer: See RFP, Section 3.3.2
16. What are the required language options?
Answer: English and Spanish
17. Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact?
Answer: A live operator must be the initial contact after caller navigates established Clackamas Health Centers phone tree.
18. What was your average monthly call volume over the past year?
Answer: 6,578
19. What is the current number of seats for operators and supervisors at your existing call center?
Answer: 7 operators, 1 supervisor
20. What is the current average wait time for phone calls?
Answer: 4 min 36 seconds
21. What is the current average handle time for phone calls and other types of communications?
Answer: 3 minutes 50 seconds
22. What is the current average after-call work time for operators?
Answer: 1-3 minutes
23. Over the past year, what is the percentage of calls received in English versus non-English?
Answer: Our agents speak English and Spanish.
24. Over the past year, what percentage of calls received were in Spanish?
Answer: 17% of our incoming call volume are from Spanish speaking patients.
25. What time of day, days of the week, or times of the year do calls typically peak?
Answer: Mondays and days before and after holidays.
26. In order for my IT/Support team to understand the scope of support needed, what are historical volumes and headcount numbers of the current call center?
Answer: 78,940 calls received 2022-2023
27. In order for my IT/Support team to understand the scope of support needed, what are the headcount needs and volumes for voice, chat, email, portal, etc. going forward?
Answer: We currently do not respond to patient emails, chats or portal messages.
28. Please identify the percentage of calls estimated to be handled by the selected vendor.
Answer: 25-30%
29. What kind of training is currently required for your existing contact center agents? When the RFP writes: "Any required agency and agent(s) licenses if necessary" - which licenses do your current services require?
Answer: Internal training is provided. No licensure is required.
30. The RFP states the goal of "outsourcing a percentage of our call volume with the goal of reducing our abandonment rates and wait times". What percentage of the stated 80,000 calls annually do you need outsourced to achieve your abandonment rate and wait time goals?
Answer: 25 –30%
31. The RFP specifies that each operator should be able to handle "55 calls in an 8-hour workday". Given that requirement, what is the minimum full-time equivalent (FTE) staffing level required for the execution of the anticipated service demand?
Answer: 7 FTE
32. Are there any specific technology platforms that agents are expected to use or integrate with?
Answer: Openscape phone system, EPIC EMR system, email and Microsoft Teams.
33. Are there any geographical limitations on where the service must be delivered? Is a proposition of services outside the domestic United States in Puerto Rico acceptable for consideration?
Answer: No
34. Are there any performance improvements you would like to see made?
Answer: Improve overall patient experience by reducing wait times and reducing call abandonment rates.
35. How are the messages being dispatched? Phone, email, chat?
Answer: Phone.
36. Please describe the training for an inhouse CSR.
Answer: 3-4 Weeks training with another Office Specialist, shadowing trainer taking calls for 1 week then hands on training while trainer shadows trainee on calls. OS are also trained in EPIC and shown how to properly document a telephone encounter and how to route the notes to appropriate staff.
37. In the document, it shares how you have a team of 7 agents to support this function to some capacity and this RFP is to allocate a portion of the volume to an outsource provider. What is the expected FTE requirement that you’d like to have at your vendor? 2-3 or will there be a need for a more substantial team size?
Answer: Having support of 2-3 agents would help us reduce abandonment rates.
38. Is it the County's intention to extend operational hours beyond those listed in the RFP?
Answer: No, not at this time.
39. Does the County intend to expand its outsourcing percentage over the contract term?
Answer: No, not at this time, but could change if business needs change.
End of Clarifying Questions #1
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