Addendum No. 1 to Packet No Call Center Messaging System

Transcription

1 Addendum No. 1 to Packet No Call Center Messaging System The following clarifications, modifications and/or revisions to the above project shall be considered a part of the original specifications: 1. Is there an incumbent call center services vendor for this account, and what was the period of the contract and/or renewal extension? Did they manage directory switchboard, overflow services or both? Current contract goes until May 31, This vendor manages both the overflow messaging and the directory assistance work. 2. Why is Ingham County seeking a (new) support vendor at this time? Our current call volume is too low for our current vendor s dedicated staffing model. 3. May we know what the incumbent vendor s price for the County was during the previous contract period(s)? We currently are paying a per minute rate, but would not like to disclose our current contracted rate. 4. Are call center statistics available from the previous year(s)? This information would help us calculate pricing and call volume more accurately. Attached are three recent months of activity for our call centers. 5. Overflow Call Services Do you anticipate that calls will be forwarded to the selected contractor after a pre-set number of rings? Or, are you planning to forward a certain percentage of all incoming calls to the selected contractor? (Example: rollover to the selected contractor if HPMS staff do not answer within four rings. Alternatively, every fourth call or 20% of all incoming calls are automatically routed to the overflow vendor.) are forwarded after a preset on hold time if no HPMS representative picks up. It varies between call center, but Customer Service is after 2 minutes, and Claim Service is after 3 minutes. 6. Switchboard/ Directory Assistance The RFP mentions that the main line receives approximately 900-1,200 calls per month. Is the selected vendor expected to handle all of these incoming calls? Or, will some Health Department Staff answer calls to the main line in addition to the calls forwarded to the overflow vendor? (If so, how many switchboard calls is the overflow vendor to expect each month?) The selected vendor is expected to handle 100% of the calls into the directory assistance line. No portion of these are answered by an internal representative.

2 7. Please clarify the pricing form. Are all vendors required to submit a per minute and per call cost and then the County will determine which pricing format will be used for the final contract? If the vendor offers multiple pricing options (per call or per minute), we would like them all submitted. 8. Are the callers all English speaking, or do you occasionally have clients call in speaking other languages? We do have the occasional non English speaking caller, but those callers are not sent to the overflow call center. If a HPMS representative cannot pick up the call, the call will go into an internal voice mail for call back by HPMS staff person with an interpreter service. Would we transfer callers to an external number i.e , or would we have a direct outgoing connection to the phone server to transfer callers to? For the directory assistance line, calls would be transferred to an external number. 10. Do you have a contract limit? 12 months to start. The contract will mostly likely extend beyond this, but may look different in scope as our business model will be changing in We will not go through a new RFP process at the end of the 12 months, just amended the contract to reflect the needed services. 11. What is the County of Ingham currently paying per minute for this service? Refer to answer in question 3. What difficulties or challenges have you had with your current service provider? None. They have been great. The calls that are returned, are they returned by the contractor? Yes, they are returned by HPMS and Ingham County staff. How do you prefer we forward the information back to you for calls that we do not return? Would you like this done one at a time, or certain times during the day? We prefer s, sent within 20 minutes of the call.

3 Do you provide the application to track incoming calls, i.e. web app, or desktop software? If no application how do you prefer the calls are tracked? Only calls handled by HPMS/Ingham County staff are tracked by us. The vendor should have their own internal software to track/record/etc overflow calls answered by vendor staff. What is the required answered time? 95% of calls within 30 seconds. Does being an out of state vendor, will that prevent us from being awarded the contract? No, we will consider out of state vendors. Is auto insurance required if the contractor does not have any company vehicles or employees who drive for a living? No. Do you supply scripts and training material? No. We will provide general information such as calls types, required data collection fields, greetings, and directory assistance key words/departments and associated phone numbers. What is your preferred method of reporting? Ideally what information would they capture? How frequently would you require them to be submitted? ed reports would work best. We need them monthly. They should record basic call information such as # of calls, speed of answer, total talk time, abandonment rate, etc. Do you currently answer calls for Foreign Language, such as Spanish? Would this be something you would like the contractor to add as additional options? Yes, we do have a Spanish line and assistance non speaking members with the help of a translation service. These calls would not go to the over flow call center vendor. Please acknowledge your receipt and understanding of the aforementioned Addendum by signing below and returning it with the submittal of your proposal. Signature Date Print Name Title Company Name Phone #/Fax #

4 CALL STATS FOR HPMS CALL CENTERS OCT - DEC 12 October-12 ACD Avg Max Delay ACD Held Customer Service Totals 412 2:28 :08 5 :01 3:15 16:55:42 7 :09 Claims Totals 302 2:06 :08 8 :11 2:54 10:31:59 0 Grand Totals 714 2:15 :08 13 :07 3:15 27:27:41 7 Minutes: November-12 ACD Avg Max Delay ACD Held Customer Service Totals 351 2:31 :18 5 1:50 6:50 2 :02 Claims Totals 298 2:22 :09 6 :05 5:20 0 Grand Totals 649 2:27 :14 11 :53 6:50 0:00:00 2 Minutes: December-12 ACD Avg Max Delay ACD Held % Call Answere d Customer Service

5 Totals 207 2:37 :13 1 :10 7:08 9:00:00 4 : Claims Totals 293 2:29 :05 9 1:18 6:39 12:05: Grand Totals 500 2:32 : :11 7:08 21:05: Minutes:

6 ICHD DIRECTORY ASSISTANCE CALL STATS OCT-DEC 2012 October ACD Avg Max Delay ACD Held % Answered Health Department Directory Assistance Line Totals 1187 :33 :05 27 :07 4:56 10:50: : Minutes: November ACD Avg Max Delay ACD Held % Answered Health Department Directory Assistance Line Totals 837 :35 :06 43 :08 8:33 8:13: : Minutes: December ACD Avg Max Delay ACD Held % Answered Health Department Directory Assistance Line Totals 663 :35 :05 21 :18 4:29 6:24: : Minutes: