Contact Quality Monitoring
| Location: | Florida |
|---|---|
| Posted: | Jul 29, 2025 |
| Due: | Aug 29, 2025 |
| Agency: | Orlando Utilities Commission |
| Type of Government: | State & Local |
| Category: |
|
| Solicitation No: | PR8243 |
| Publication URL: | To access bid details, please log in. |
Main
Agency
Orlando Utilities Commission
Orlando Utilities Commission
Status
Active
Active
Fiscal Year
2025
2025
Type
Request for Proposal
Request for Proposal
Department
Online Submissions
Yes
Yes
Project Estimate
Piggyback Solicitation
No
No
Insurance Required
No
No
Bid Bond Required
No
No
Bid Bond Amount
Performance Bond Required
No
No
Performance Bond Amount
Construction Bond Required
No
No
Construction Bond Amount
Scope of Services
The purpose of this Request for Proposal (RFP) is to solicit proposals from qualified companies interested in providing Quality Monitoring Services for OUC, which includes calls and emails. OUC utilizes a contact quality monitoring service to assess employees` effectiveness while interacting with customers via calls or emails. The evaluation measures employee`s soft and technical skills based on published guidelines and standards. . Customer service representative assessments include, but are not limited to, ability to communicate in a professional and courteous manner, efficient processing of a request and knowledge and execution of OUC policies and procedures. The process identifies both skills in which employees excel as well as areas requiring improvement. The guidelines and standards are also used to enhance the customer experience.
The purpose of this Request for Proposal (RFP) is to solicit proposals from qualified companies interested in providing Quality Monitoring Services for OUC, which includes calls and emails. OUC utilizes a contact quality monitoring service to assess employees` effectiveness while interacting with customers via calls or emails. The evaluation measures employee`s soft and technical skills based on published guidelines and standards. . Customer service representative assessments include, but are not limited to, ability to communicate in a professional and courteous manner, efficient processing of a request and knowledge and execution of OUC policies and procedures. The process identifies both skills in which employees excel as well as areas requiring improvement. The guidelines and standards are also used to enhance the customer experience.
Dates(All times are listed as
EST
)
Broadcast Date
7/29/2025 4:00 PM EST
7/29/2025 4:00 PM EST
Question End Date
8/5/2025 12:00 PM EST
8/5/2025 12:00 PM EST
Due Date
8/29/2025 2:00 PM EST
8/29/2025 2:00 PM EST
Bid Opening Date
Pre-Bid Conferences
Total: 0
(All times are listed as
EST
)
| Date | Time | Mandatory | Location |
Documents
Total: 7
Quote/Bid
Quote/Bid Items
Additional Quote/Bid Items Fields
Quote/Bid Items
Total: 0
| # | Required | Group | Make | Model | Description | Quantity | Unit of Measure | Price/ Percent | Type |
Delivery Date
None
None
Required Files to be Uploaded by the Vendor
Proposal
Proposal
Shipping
FOB Destination
FOB Destination
Terms and Conditions
See OUC`s Terms and Conditions
See OUC`s Terms and Conditions
Include Shipping in Price of Items
No
No
Display Bid Tabulation to Vendors
No
No
Display Vendor Submissions to Vendors
No
No
View Vendor Submissions while Bid Solicitation is Active
No
No
Allow Options File to be Updated after Due Date
No
No
Allow Post Due Date Submission
No
No
Commodity Codes
Total: 2
| Code | Description |
| [961-20] | Customer Service Evaluation Services |
| [952-77] | Research and Evaluation, Human Services (Including Productivity Audits) |
Publications
Total: 0
| Publication | Date |
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* Disclaimer: Information regarding bids, requests for proposals (RFPs), or requests for qualifications (RFQs) is provided on this website only for convenience and does not constitute official public notice. Persons wishing to respond to or inquire about bids, RFPs, or RFQs should contact the appropriate government department.