Quality Monitoring System

Objectives of RFP
The purpose of this request is to invite prospective vendors to submit a proposal to supply an automated monitoring system(s). This Request for Proposal (RFP) provides potential vendors with the relevant operational, performance, application, and architectural requirements of the system. This information enables vendors to respond in a format that makes for a fair comparison and ensures that the proposed solution meets the requirements.

Overview of Add Company name :
Complete the following:
ADD: Name of company, description of business, location. Objective of call center group, number of call center agents, number of call centers, growth expectations, why a solution is required, what these solutions should achieve.

Background Information:
ADD: How is quality monitoring currently being performed. How many reviewers, any currently technology being employed for quality monitoring.

Call Center Environment:
ADD: Number of customer service agents , hours of operation of call center, number of call center agents, number of call centers, talk time, number of calls, growth expectations

Existing Technology Environment:
Call Center

INSTRUCTIONS TO VENDORS

Project Schedule
Add Company name plans to select a vendor by Add date.

Closing Time and Date
The response to the RFP should be submitted to Add Name of main contact no later than Add Date .
Responses must be sent to:
Name of Contact
Address to send information
Phone number and fax number
Email address

Clarification
Clarification regarding this RFP can be done by contacting:
Name
IT contact & call center contact
Phone number.

Number of Copies
X number of printed copies of your response are required.

Right to Reject
Add Company name reserves the right to reject any or all responses to this RFP even if all the stated requirements are met. In addition, Add Company name may enter into negotiations with more than one vendor simultaneously and award the transaction to any vendor in negotiations without prior notification to any other vendor.

Responding to Questions:

VENDOR PROFILE:

Please ensure that you answer the following questions according to the instructions in Appendix A.

1. State the number of years your firm has been in business.
2. Where are your head office, sales, and customer service offices located?
3. Number of employees in your company?
4. Number of employees in customer service?
5. Number of employees in product development?
   
   
6. Are your hardware and software dependent on third party vendors for manufacturing?
   
   
7. Provide a list of 5 references list including contact names that we may contact. For each reference provide names and phone numbers of the primary contact person.
   
   
8. Provide your income statement and balance sheet for each of the two most recently completed fiscal years certified by a certified public accountant (CPA). Failure to submit a financial statement with this response may eliminate your proposal from consideration.

1. What new technology does your company plan to utilize in the near future that would be an advantage to Add Your Company Name.
   
   
2. What are the most significant factor affecting the future success of your company and what is being planned to address it?

1. Provide a brief summary of your company's history in the marketplace. Limit response to 2 pages.
   
   
2. Please describe any features, services, or practices your provide in relation to the products requested which set you apart from your competition.

BUSINESS RESPONSES

Selective Recording

1. Does the proposed system support selective recording? How is this achieved?
2. Describe the systems integration and functionality with CTI?

1. Does the proposed system support total recording? How is this achieved?
2. Describe the systems integration and functionality with CTI?
3. Does your system support both total recording and the quality application?

1. Does the proposed system support agent and supervisor record-on-demand?
2. Describe the systems integration and functionality with CTI?

1. Does your recording application support multiple recording solutions, i.e. total, ROD, and selective on the same platform?
2. Does your system support multiple recording solutions and your quality application on the same platform?
3. What is the maximum amount of online storage available?

1. Is the system able to record incoming ACD calls for a specific agent scheduled by pre-selected times, number of calls, or at random intervals throughout the day?
2. If yes, can that schedule be repeated?
3. If yes, describe how the schedule can be changed?
4. What information does the software need prior to scheduling recordings of an agent? List the data fields.
5. Can the system be limited to only recording ACD calls and not the agent's private line?
6. If yes, describe how it would be configured.
7. Does the system allow the creation of recording schedules so only an agent's outbound or inbound conversations are recorded but not both? If yes, describe how it would be configured within the software
8. Is the system able to record an agent regardless of what workstation they are at? IE: How does the software know where agents are sitting in a free-seating environment?
9. If yes, how is this accomplished?
   
   
10. Does the system have the potential to capture CTI information and attach it to the call so that the calls can be retrieved using CTI information?
11. Is the system able to record a CSR on a manually initiated basis?, i.e. Record on Demand. Describe how this would be accomplished. Can the user stop a recording that is occurring and begin the recording of a different agent through a manual process? Describe how this would be done with the software.
12. Can an agent be recorded in three or more time sessions? I.e.: a call at 10:00 am, 1:00 pm and 4:00 pm. Are their any limitations on the number of time sessions that can be recorded in a shift? Describe how the schedule would be created to record three or more time sessions.
13. What are your options with respect to voice conversations if your hard drive becomes full? I.e.: archive, delete, overwrite etc.
14. What are your archiving options?

1. Does the system require dedicated workstations or can the reviewer use the PC at their desk to schedule and play back conversations?
   
   
2. Is the system able to allow selected voice conversations to be saved for an unlimited amount of time? Describe how the system would specify clips to be saved.
   
   
3. Is the system able to delete specific conversations on request before the retention period expires? What actions would the user take to perform this function?
   
   
4. Does the system allow the user to visually view the length and position of the silence within a voice conversation during playback? If yes, describe whether the user has the option of skipping the silence and how this would be accomplished.
   
   
5. Is the system able to convert the voice conversations into Wave files for training or playback purposes? Describe how this is accomplished.
   
   
6. When the reviewer is playing back a call does the application visually show where the playback is in relation to the full length of the voice file?
   
   
7. Does the system allow the user to play back voice files at up to 2X and .5 the originally recorded speed of the conversation?
   
   
8. Does the system use voice compression to minimize the amount of disk space the voice recordings consume?
   
   
9. How does your recording system protect the integrity of the recordings? What type of security is utilized to prevent unwanted access of the recordings?

1. Is the system able to weight each of the questions on the quality assessment form with a different value and does the software calculate an overall score for all of the questions?
   
   
2. Does the system provide the user the ability to customize on-line evaluation forms? This includes adding questions, changing weightings and changing values? Please describe your solution to this requirement and how a user would change or create an evaluation form.
   
   
3. Does your system allow you to predefine lists of data that can be linked to the evaluation form for scoring and/or training purposes?
   
   
4. Within the scoring template does the system provide the ability to aggregate questions based upon a group of similar questions, i.e. customer Service or Opening Questions?
   
   If yes, can this information be used to run an agent or group performance report based upon the scores of the group of questions of the header? Describe how this is accomplished with your system.
   
   
5. Does the system allow the user to create, without vendor customization, multiple grading templates using questions provided by the customer?
6. Does the system have the capability to design evaluation forms by utilizing custom wizards?
7. Does the evaluation system allow for sub totaling of the evaluation questions? Can evaluation forms have multiple pages of scoring, if so, how many?
8. Does the system have the capability of inserting notes on a per-question basis and a summary notes into the on-line grading for? Describe how are the notes are later retrieved for reporting purposes.
9. Does the system provide the user with the ability to search the database of voice conversations and then select a specific voice conversation for evaluation by using only the software application?
10. Does the system permit the user to filter out those calls that have already been reviewed? Describe how the user would filter the calls to select only non-reviewed calls for playback.
11. Does the system provide the capability to calibrate evaluations, i.e. offer a second opinion?
12. Does the system allow three or more reviewers to review the same call at completely different times for the purposes of evaluating reviewer consistency? Describe the reports that can be created to compare the reviewers.

1. Does your system provide wizards to automatically generate custom reports?
2. Can report criteria be saved for later use to maximize database storage? I. E. does the reporting function store the entire report or just the report criteria?
3. Does your reporting function offer both text and graphical reports?
4. Can the format of the graphical reports be modified?
5. Does the system provide the capability of exporting the data from all reports to a Text file to allow for the manipulation of the data as desired by the users?
   
   
6. Does the system provide an agent performance report with a visual graph that shows change over time on a daily, weekly or monthly for any desired timeframe. How does a supervisor use it? Provide a printed copy of the report showing agent performance on a weekly basis for a one month time period.
   
   
7. Does the solution provide a report with a visual graph that shows how well an agent or group of agents has performed over time on a per question or group of questions basis ( i.e.: report the scores for questions 1-5)? How does a supervisor use it? Provide a copy of the report, as it would look printed out.
   
   
8. Does the system provide a report with a visual graph based upon a custom field (such as all agents assigned the custom field of customer service call) assigned to the grading template at the time of scoring the call? How does a supervisor use it? Provide a copy of the report, as it would look printed out.
   
   
9. Does the system provide a report that includes a visual graph showing agent performance based upon a subset of questions represented by a heading? How does a supervisor use it? Provide a copy of the report, as it would look printed out.
   
   
10. Does the solution provide a report that includes a visual graph that compares how multiple reviewers scored a single agent over a period of time? How does a supervisor use it? Provide a copy of the report, as it would look printed out.
    
    
11. Does the system provide the ability to run a report that shows all of the notes that have been made by the reviewers while grading agents? How does a supervisor use it? Provide a copy of the report, as it would look printed out.
    
    
12. Does the system provide a report with a visual graph that shows the Reviewer consistency by day, week or month for an agent or a group? How does a supervisor use it? Provide a copy of the report, as it would look printed out.
    
    
13. Does the system provide the capability to run a report that shows how many calls have been recorded for an agent and how many calls the agent has reviewed? How does a supervisor use it? Provide a copy of the report, as it would look printed out.

1. Does the proposed solution allow the user to visually select a clip, a number of clips or a group of voice clips for playback by only using the software interface? Describe how this would be accomplished via the user interface and what kind of searches can used to retrieve the calls
2. Describe how a user would accomplish search to retrieve a call that meets the following criteria. All calls for agent = Tina, recorded using a recording schedule called "New Employees", reviewed by agents Tim and Susan, between Jan. 1st and 31st, 1997 and that assigned a custom field of "good call" during the review of the call.
3. Does the system provide the ability to create folders that meet a set of user defined criteria (i.e. all calls recorded by group customer service that have not been reviewed) to visually group employees voice recordings to allow for simple retrieval? Describe how this is accomplished.
4. Does the system allow the user to search and playback calls by using only the software application to retrieve a call? Describe how this would be accomplished.
5. Does the system allow calls to be searched and retrieved based upon the following criteria:
   A. recorded group
   B. recording date
   C. recording schedule
   D. recording duration
   E. review status
   
   
6. Explain the different methods that can be used to select voice conversations for playback.
7. Does the system allow the user to specify individual clips that must be archived as voice conversations for training purposes for a 1 year time period? Described how this would be accomplished.
8. Does the system provide the option of logging out the user after a pre-determined time period?
9. Does your system allow the creation of custom fields that can be associated with an evaluation form?

1. Please describe your system scheduling capabilities? Does it support scheduling for the following CTI criteria?
   - Dialed Number
   - by DNIS
   - by ANI
   - Client ID
   
   
2. Does the proposed technology have the ability to program recording by time of week, time of day, etc.? Can schedules be defined on a daily, weekly, and monthly basis?
3. Does your system have the capability to schedule the amount of "wrap-up" time that is recorded?
4. Does your system have the capability to schedule minimum and maximum call lengths?
5. Does your system have the capability to schedule random, percentage of, or sequential calls?
6. Does your system have the capability to schedule voice only, data only, or a synchronous combination?

1. Does the system have the capability to view agent status? Does this feature show the status of the agents (the group which the supervisor has authorization to monitor), does it show, which agents are logged on, and which agents are being recorded at the moment (Voice, screen, or Voice + Screen)?
2. Does the system have the capability to start monitoring the selected agent for either (Voice, Screen, or Voice + Screen)?
3. Does the monitoring application have the capability to perform Record on Demand functions? Does your system have the capacity to perform the following functions?
   • Records one call - record the current call. Disabled if the agent is not on a call.
   • Record next calls - record the agent's next call.
   • Record continuously - record all agent's calls, starts on the current call, if exists, or on the next call, if the agent is not on a call.
4. Does your monitoring application have a system resource view for both audio and data?
5. Does you monitoring application have the capability to determine output channels?

1. Does your system provide multiple levels of security access?
2. Does your system allow for the definition of Groups, if so can users belong to multiple groups?
3. Can privileges be customized on a per user basis?
4. Can your system administration function upload user data from current databases, i.e. WFM or employee database applications?
5. Does your system support the custom definition of user fields in the System Administration function?

1. What is the background of the people responsible for training the call center on the application? Detail their experience working in a call center environment.
2. What type of user training is available and can it be customized to meet the specific needs of our call center group?
3. Do you provide hands-on on-site training?
4. How many trainers do you have dedicated just to training?
5. How much training time (hours/days) is customary?
6. Describe a typical training program?
7. Is future training or customized training available? What type is available?
8. Where is your help desk located and do you have field offices that are available to assist in the event of a problem? Where are the field offices?

1. How long does a typical installation require for your solution?
2. What kinds of resources are required of our company?
3. How many people are dedicated to your customer support organization? Describe the customer support capabilities.
4. What are the escalation procedures?
5. What is your Software maintenance & support policy? Please provide a copy of the agreement.
6. Is remote diagnostic support available? Describe how it occurs.
7. Do you have a user group for your automated monitoring product? How often do they meet and where was the last meeting?
8. Do customers and users groups influence release of the product? Describe how
9. Is telephone support provided?
   If yes, is this a toll-free service?
   
10. What is your guaranteed response time for user support?
11. What support is available for implementation?

1. Describe the ability to interface to the PBX to record the CSR's conversations? Describe how you are able to record only complete conversations and not blocks of time?
2. Describe the archive capabilities and back-up/recovery capabilities.
3. Describe the various levels of security for this solution.
4. Is your system scaleable? Describe how for the various components.
5. Describe the ability to determine status and location of specific customer service agents in our free seating environment.
6. What are the work station requirements?
7. What are the server requirements?
8. Does the system continue to record when a silence occurs in the conversation?
9. Does your system scaleable to permit full time logging and monitoring? If yes, describe how this is accomplished.
10. Is your software year 2000 compliant?
11. Does a third party vendor manufacture your hardware and software?
12. Is your company Lucent certified?
13. Describe the proposed system's method of screen capture. Does the system capture "screen" scrapes or use "GDI"?
14. Describe proposed system's screen capture technology.
15. Does the proposed system permit recordings to be scheduled and recorded sequentially?

1. Does this pricing include any of the following:
   Incremental costs for upgrades and expansions?
   Recurring and annual costs?
   Maintenance costs?
   Training materials?
   Documentation (number of copies)?
   On-line help desk?
   
   
2. Identify any other products that must be licensed/purchased for use with the package or any of its components.
3. Describe any ancillary PBX equipment required, but not included, in the solution pricing (i.e. analog to digital converters, station/trunk ports, CTI links, etc.).
4. Describe any Desktop/LAN equipment required, but not included, in the solution pricing (i.e. local disk space, memory, operating system, network connectivity standards/protocols supported, dial-up modem for support, dedicated server, storage, etc.).