DOCUMENT
R -- TELEPHONE ANSWERING SERVICE - ALBQ THIS IS AN AMENDMENT TO ASNWERS QUESTIONS ON THE SOLICITATION - Attachment
- Notice Date
- 9/15/2011
- Notice Type
- Attachment
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- Department of Veterans Affairs;Contracting Section (90C);300 Veterans BLVD;Big Spring TX 79720
- ZIP Code
- 79720
- Solicitation Number
- VA25811RP0925
- Response Due
- 9/19/2011
- Archive Date
- 10/19/2011
- Point of Contact
- CAROLYN STROMBERG
- E-Mail Address
-
n.stromberg@va.gov<br
- Small Business Set-Aside
- N/A
- Description
- Please refer to the original combined/synopsis published on 09/08/2011 for complete publication - this amendment is only published to answer questions from the original publication. 1. Is this a new position or is it currently contracted out to another company? Currently contracted 2. Can you and will you provide a call record for the past two years. We do not have accurate data to support an answer to this question 3. Will there be training and documentation of any kind provided to the new contractor? Yes, as needed 4. Please provide an example of a typical call received at the call center. The calls we receive are typically customers attempting to reach Pharmacists and Project Mangers in order to communicate important study related information. 6. What software is currently used for tracking the calls? None that I am aware of 7. What type of reports will you require from the contractor? At a minimum, the contractor will be required to provide a detailed report identifying any calls they answered for the CSP program. This report should provide all pertinent information such as: Customer Name, Phone number/e-mail, reason for call and any additional requests from the customer. 8. Number of calls monthly: Approximately 250 9. What is the average call time? Less Than 1 minute per call 10. you indicate that this solicitation is for operating after hours, weekends and holidays, yet you also require back-up during the dayshifts. We would like to confirm that this is what you require and what the actually off shift hours will be. Could you please provide details of how much during the weekday dayshift you will require? Our shifts run from 7:00 a.m. to 4:30 p.m. Coverage will be needed from 4:30 p.m. until 7:00 a.m. 11. Is there any other GFE, Government Furnished Equipment? If so what and what are the terms for this equipment. If not what equipment specifically do you want us to have? We see some ideas listed in the scope of work but it would be easier to have the exact specifications of the equipment. If you can't do this would you please provide us with the specifications of the equipment currently be utilized along with quantity. None 12. Will you provide the means of forwarding the calls to our center? Our Phones will be set to forward
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/VA/VAWTHCS519/VAWTHCS519/VA25811RP0925/listing.html)
- Document(s)
- Attachment
- File Name: VA-258-11-RP-0925 VA-258-11-RP-0925_2.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=257032&FileName=VA-258-11-RP-0925-001.docx)
- Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=257032&FileName=VA-258-11-RP-0925-001.docx
- Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
- File Name: VA-258-11-RP-0925 VA-258-11-RP-0925_2.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=257032&FileName=VA-258-11-RP-0925-001.docx)
- Record
- SN02578036-W 20110917/110915235557-cdf56be94b8fb7fb240cc944bf62ec47 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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