Contact Quality Monitoring

The Orlando Utilities Commission (OUC) has issued Request for Proposal (RFP) 8243 for Contact Quality Monitoring Services to evaluate customer service representative interactions via calls and emails. The procurement seeks a qualified vendor to conduct both manual and automated quality monitoring for approximately 80 phone agents and 19 email agents, covering around 567,959 calls and 112,802 emails annually in English and Spanish. Key deliverables include comprehensive performance assessments measuring representatives' soft and technical skills, communication effectiveness, and adherence to OUC policies. Bidders must have a minimum of four years of business experience, provide English and Spanish-speaking staff, and ensure team members have at least three years of contact quality monitoring experience. The contract term is three years with two optional one-year renewals, with proposals due on August 29, 2025, at 2:00 PM EST. Evaluation criteria will likely include experience, staffing capabilities, pricing structure, and ability to provide detailed reporting and data analytics to improve customer satisfaction and agent performance.

The RFP does not explicitly mention specific set-aside designations or restrictions for disadvantaged enterprises. Potential bidders must complete several compliance documents, including a Dispute Disclosure form, Entity Crimes Sworn Statement, and provide evidence of cybersecurity standards alignment such as a SOC2 Type 2 Report. While specific budget ranges are not directly stated, the pricing sheet indicates a variable cost structure based on monthly call volumes, with pricing tiers ranging from 300-450 calls to 951+ calls per month. The pricing requirements include startup costs, training, IT support, report development, and potential future channel monitoring capabilities. Bidders must also provide three references for similar projects and demonstrate robust access controls including multi-factor authentication and role-based access control. The contract will require comprehensive reporting tools and data analytics capabilities to support OUC's goal of enhancing customer service representative performance and overall customer experience.