RFP 2010-1121 ADDENDUM NO.1 CALL CENTER SUPPORT SERVICES
Questions and Answers 1. Question:
Is there a period of time for Proposer to submit questions about the RFP? Answer: these dates need to be changes
Yes, May 3, 2010 is the deadline and must be submitted via email to bkjackso@actranist.org and will be accepted on or before the above date. And responses will be posted to the AC Transit website on May 7, 2010. 2. Question:
Would you consider using a non-VoIP telephony platform? Answer:
A non-VOIP system is fine. Calls will be routed into your call center and the internal phone system at call center location does not need to be platform specific
3. Question:
Is the use of the Cisco Call Manager VoIP a requirement or would you consider a call center not utilize this platform?
Answer:
A non-VOIP system is fine. Calls will be routed into your call center and the internal phone system at call center location does not need to be platform specific.
4. Question:
What type of Functional integration is required between our telephony system and the District’s telephony system?
Answer:
Receiving routed calls from AC Transit switch and also from 511 regional telephone system. Ability to transfer calls to AC Transit staff and access AC Transit voicemail
What CRM or transaction systems are provided? Answer:
AC Transit currently has a MS SQL database based CRM solution. We are open to exposing access to the District’s system for complaint entry or possibly some type of a light integration depending on what will provide the best experience for our customers and be able to be implemented quickly.
Also, we would entertain using the outsource call centers CRM platform if it best met the programs needs.
6. Question:
If not provided, what CRM or transaction processing requirements will our system need to handle?
Answer:
Complaint intake, minimal order fulfillment (timetables), web access for information look-up. Expectation is that your agents will have pc’s and internet access for majority of work.
7. Question:
On page 6, #4 refers to reporting of “Number of transferred messages and number of messages abandoned”. Need some additional clarification of what is considered a message (voice mail, email, text chat).
Answer:
Please provide standard reports that would cover voicemail, email and text chat.
8. Question:
On page 6, #5 refers to reporting of “Percent of voice inquiries picked up by a customer service representative within forty seconds per day, per week, and per month”. Is this a service level expectation in addition to those on page 26, 2.B.1 – 2: “80% of calls answered within 20 seconds” & “97% of calls answered within 3 minutes”?
Answer:
No, the question is looking for examples of standard reports that the District would expect. The numbers would really match up with the service level expectations on page 26. The number did not get updated completely.
9. Question:
On page 26, 2.B.1 – 4: Are these daily, weekly or monthly objectives? Answer:
Monthly 10. Question:
What are the Busy Day and Busy Hour stats (time-of-day | Calls | Minutes)? Answer:
See attached reports provided as a zip attachment (traffic analysis). Note that reports do include some calls that will not be included in the work being contracted, but those calls are less than 10% of total volume.
11. Question:
What is the Daily/Monthly performance summary for the past 12 months? Answer:
Attached are Monthly reports for the last five (5) months. Reporting before that is unavailable due to system issues.
12. Question:
What are the intra-day performance statistics for the past two weeks? Answer:
The attached zip file provides reports for a clean recent week. 13. Question:
How will the vendor/contractor access the Transit District information? Answer:
Most information will be available via web browser. Primary tools include AC Transit Website, Google Transit, 511.org. The Customer
and processing. That system will be exposed to the vendor either through web access or light integration. The District also has paper timetables that would be made available for use by the vendor staff. 14. Question:
Please provide definition/clarification of “Switchboard calls”. Answer:
These are calls that come into the main agency phone number. Many of these calls are customer service calls; some will be transferred to AC Transit staff.
15. Question:
What is the anticipated Bid Award date? Answer:
July 2010. 16. Question:
Is vendor/contractor expected to provide any or all of the covered services listed on page 28, #1.D?
Answer:
Vendor should show ability to maintain systems and operations. Provide service level commitments and achievement.
17. Question:
The RFP includes a table of call volume and duration. Can you provide us with a breakdown of calls by hour so we could determine how to efficiently staff the call center to accommodate demand?
Answer:
Call volume and busy hour reports attached as a zip file. 18. Question:
The RFP states that 20,000 calls per month have an Effort Per (min) of 1. This seems like a high volume of calls that have a very short duration. What is the nature of these calls? For example, is it someone that needs to know what bus to take from an origin to get to a destination?
Answer:
The majority of calls are about when the next bus will arrive at a given stop; simple schedule questions. Trip planning is next followed by questions about fares. The average call is a bit longer than a minute based on recent reports. The average information call length is closer to 85 seconds.
19. Question:
What resources does current staff have/use to give out requested AC Transit information? Will the selected bidder have access to these resources?
Answer:
See question #13
