Call Center Tender - 24x7 Inbound Customer Service

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Tender Details:

Type : Tender

Id : 20517127

Category : Call Center

Title : 24x7 Inbound Customer Service

Estimated Budget : Looking for Proposals

Description :

We are an Australia based organization, looking for qualified and experienced service providers (only from Australia ) for our requirement to support our 24x7 Inbound Customer Service. We are looking for a service provider(s) who can provide cost effective and efficient operation and management of Inbound Call Centre Services which includes call receipt, answering of customer enquiries, etc. Contract will be of 2 years with an option to extend it further for 2 years.
Scope of Services:

1. General Services:
   a) Service Provider needs to provide general information to customers (information to be provided by us). And transfer enquiries to us when required.
   b) Record specific information from customers in databases and forward this information through to us daily. This Includes: Issuing reference numbers over the phone to eligible customers, etc. and all this information needs to be provided in an excel sheet on daily basis.
2. Volume of Calls: Approximate no. of calls received during 2007/2008 was around 168293 calls (This information provided is only a guide, however actual no. of calls received may vary)
3. Call Taking:
   a) Ability to produce and provide a changeable recorded message for each telephone line upon initial answer [to provide advice/advertising information etc] when required.
   b) Enquiries answered from a prepared list of operating procedures [scripts will be updated when required].
   c) All calls voice recorded and archived for 3 months to allow post call review/clarification/training when required.
4. Data Information:
   a) Reference information is to be provided from databases supplied by us in answering customer enquiries.
   b) Ability to forward requests/tasks by email/sms/phone/fax and a combination of these when required [action maybe time of day specific].
   c) Record information in databases for batch uploads to us [excel format].
   d) Back up of all data
5. Mail Services: Mailing brochures / forms / applications etc as a result of enquiries, both electronically [e.g. email and fax] and by conventional methods.
6. Focus on Improvement: Opportunities for reducing call handling times are to be identified and reported on at quarterly Business Review and Development meetings.
7. Reporting Requirements: Regular detailed reporting [daily/weekly/monthly/other adhoc reporting as required] to be provided in an excel format.
8. System Requirements: The Service Provider shall state the level of security compliance that the Call Centre Systems have been accredited to. Call Centre Systems may be subject to complete testing and review by us prior to implementation.
   

Payment terms are negotiable. Interested service providers are requested to send their proposal on or before 11th August 2009 2.00 pm via post, courier and hand delivered only. This tender is offshore and offsite. For more details have a look on attachment. Provider may have to visit our location for meetings and briefings.

Country : Australia

Status: Closed

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