R426 RFI - VEO Contact Center Staffing Support Services

The range for this requirement is estimated to be between $140M to $180M. Please see the attached PWS and RFI Questionnaire attachment for additional information. The scope of this effort is mainly focused on obtaining contact center staffing for an established Tier 1 Level Contact Center leveraging existing contact center technology/tools. This does not include the requirement for IT hardware/software to include telephony or customer relationship management solutions. Tier 1 support includes being the first line of resolution for technical call inquiries and include answering general inquiries about VA benefits and services, directory assistance, communicating with customer through a variety of communication channels, basic assistance with navigation of online resources, triaging issues for proper disposition, escalation of issues beyond the Tier 1 level to the appropriate resource, documenting into a customer relationship management (CRM) tool and troubleshooting basic access issues. The contractor shall provide staffing to tier one call centers to meet fluctuating call volume operating in varying environments including and up to 24/7 support. The contractor shall provide program management support and baseline contact center support including Service Recovery. Service Recovery is a new focus area in VA and the contact center is a leader in that change effort. Service Recovery is the process or reaction taken to return an aggravated, dissatisfied customer to a state of calm satisfaction. The contractor shall understand and have experience with the process of effectively engaging customers to recover the damage done from a prior poor customer experience. This could originate from direct (i.e., phone) and indirect (i.e., chat, text, survey) customer interactions. The contractor shall provide program, and management support to manage, monitor, and control all subsequent tasks initiated and completed by contractor staff to maintain VEO Contact Center service to Veterans, their beneficiaries, caregivers, survivors, and advocates. If escalation to Tier 2 is required due to the type of call, Tier 2 services would include specialized work requiring subject matter expertise of the Tier 2 call center agent. Examples of work for Tier 2 services include but are not limited to: check VA claim, report on the death of a Veteran, questions about disability compensation, change of address/email/phone on file with VA, change VA direct deposit information for disability compensation, pension benefits, or education benefits, payment inquiries, adding or changing spouse or other dependents, benefit letters. Other Tier 2 subject areas include but are not limited to: Programs for Homeless Veterans, First Party billing, and pharmacy inquiries, claim status, change of contact info, appeal info/status (most questions/inquiries related to CHAMPVA, Spina Bifida, Children of Women Vietnam Veterans, Foreign Medical Program, Community Care, Adverse Credit Reporting) If Tier 2 does not resolve the issue for the Veteran, then escalation to Tier 3 is required. Tier 3 service includes but are not limited to: Escalations and Service Recovery, Appeals calls, Live agent chat and videoconferencing Big Fix Screen sharing.