1. Procurement Overview and Goals. The Public Employees Retirement Association (PERA) request proposals to conduct a survey with our members to determine our Net Promotor Score (NPS) and First Call Resolution (FCR) to include completion of a real time dashboard. PERA will also provide the awarded vendor with a data file of approximately 20,000 calls for review in order to complete an analysis of the calls. 2. Sample Tasks and Deliverables. • Conduct a survey to determine NPS and FCR with PERA members. • Conduct outbound calls and emails to determine areas of opportunity with the organization and highlight our strengths. • Review calls using speech analytics. • Create a real time Dashboard: Data in real time dashboard will include but is not limited to the following: number of surveys completed, current overall NPS score, survey attempts. • Complete analysis of an overview of common calls, reasons and capturing member sentiment towards a subject or call reason.
