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Projects Details:
Type : Tender
Id : 34818298
Category : Call Center
Title : Inbound Call Center
Estimated Budget : Between 1000000 and 1200000 GBP
Total Requirement : The contract is for a period of 2 years with an option to extend for further 3 years as per the negotiation.
Description :
Country : United Kingdom
Status : Closed
We are UK based Contract Authority looking for Service Provider to provide contact centre which operates 1 national number for our external stakeholders (primarily members of the public, passengers and Local Authorities) who wish to report issues relating to the railway infrastructure, of which organization is responsible.
Organization has used the services of a contact centre as a National Helpline - for a number of years. The centre handles around 11 000 calls per month on a wide range of topics utilizing a shared Oracle CRM system, implemented as part of the ERP programme in 2006.
The majority of calls are received between 8:30-18:00 and contact volumes show a distinct seasonal trend with the summer months being the busiest. Approximately 60 % of enquiries are issues that can either be resolved at point of contact or need referral to the Train Operators, Stations or the organization Enquiry Service (a separate organization).
Organization does not respond to timetable, ticketing or general train running enquiries. The remainder (40 %) of enquiries is specific to organization and is referred through to the local Community teams.
This is an onshore requirement and we have attached the document that will guide you for the tender application. The closing date for the tender is 6/30/2008.
Organization has used the services of a contact centre as a National Helpline - for a number of years. The centre handles around 11 000 calls per month on a wide range of topics utilizing a shared Oracle CRM system, implemented as part of the ERP programme in 2006.
The majority of calls are received between 8:30-18:00 and contact volumes show a distinct seasonal trend with the summer months being the busiest. Approximately 60 % of enquiries are issues that can either be resolved at point of contact or need referral to the Train Operators, Stations or the organization Enquiry Service (a separate organization).
Organization does not respond to timetable, ticketing or general train running enquiries. The remainder (40 %) of enquiries is specific to organization and is referred through to the local Community teams.
This is an onshore requirement and we have attached the document that will guide you for the tender application. The closing date for the tender is 6/30/2008.
Interested Service Providers are requested to apply for the Tender before the DEADLINE.
Country : United Kingdom
Status : Closed
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