Call Center Project - Pharmacy Sales Process

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Projects Details:

Type : Project

Id : 35306160

Category : Call Center

Title : Pharmacy Sales Process

Estimated Budget : 30 USD Per Sale

Description :

We are US based company looking for centers for pharmacy sales process. We are looking for centers with minimum 15-25 seats to dial to US at normal business hrs for the sale of our discount dental card vision care pharmacy products. Centers have to manage their own leads. We want at least 1-2 sales per day per agent. We will pay 30 USD per qualified sale via pay pal on monthly basis. Interested centers are requested to contact us as soon as possible.
Note: Centers are requested to talk to our representatvie in India

Country : United States

Status : Closed

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Call Center Tender -E-mail Service in HTML and Text Formats

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Projects Details:

Type : Tender

Id : 21030152

Category : Call Center

Title : E-mail Service in HTML and Text Formats

Estimated Budget : Request for Proposal

Total Requirement : 150,000 E-mails per Month

Description :

We are USA based agency and we are looking for experienced and qualified service providers (From USA only) for our requirement of E-mail Service in HTML and text formats. Approximately 45,000 e-mails get sent per month and should not exceed to 150,000 e-mails. The contract duration is from May 1, 2009 to June 30, 2010.
Scope of work:

1. This service must be web-based and does not require the installation of hardware or software on our network.
2. The service will be intuitive and easy to use, allowing a message created for one subscription group to be copied and reused for another subscription group and should contain online reporting, link tracking, and format typing functionality.
3. Providence of tier-based (level-based) service with ability to easily move between tiers/levels as needed based on changes in number of: domains, subscription groups and monthly messages.
4. The system must allows for uploading of existing database subscriber lists into listserv.
5. The service provider must take care of both on-site and Webinar training on broadcasting e-messages, link tracking and online reporting and also provides 24 hour telephone, email and on-site maintenance/support on as needed basis.
6. In addition of al services service provider will provide disaster recovery e-message support services.
   

Payment terms are negotiable. Interested service providers are requested to send their proposal on or before February 23rd, 2009 at 12:00 PM CST via post, courier and hand delivered only. This tender is onshore and offsite. Service provider may have to visit our location for meetings and briefings. For further information please have a look on attachment.

Country : United States

Status : Closed

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’Future is bright for Turkey’s call center sector’

ISTANBUL - Aiming to boost activity and expand the scope of Turkey’s call center industry, the Call Center Association, or ÇMD, announced new growth measures Tuesday.

Speaking at a press meeting in Istanbul, ÇMD Chairman Bahadır Pekkan said despite Turkey's call center industry being quite small, it had the potential to create greater value in the short and medium terms.

The leading members of Turkey's call center industry, CMC, DHL, Finansbank, Global Bilgi, İKS, Koç System, Metis, Vodafone and Vodatech, established the association in order to develop the industry through collaboration. Highlighting the fact that the total size of Turkey's call centers were worth 1 billion Turkish Liras, Pekkan said the industry doubled its number of employees, from 17,500 to 35,000 between 2003 and 2008. "We aim to employ 30,000 more call center workers in the next five years," said Pekkan.

"Today the average number of people to call center desk ranges between 200 and 400 in European countries. The number is around 100 in the United Kingdom and the United States. Turkey’s number currently stands at 2,500. When these figures are considered, Turkey’s potential in this industry can easily be seen," he added.

In order to enhance call center's contribution to Turkey's economy, there is work to do, said Pekkan. "Establishing academic programs at universities to provide quality labor, pulling down telecommunication costs to a more competitive level and strengthening the technological infrastructure are the most urgent needs of the sector," he said.

Source : http://www.hurriyet.com.tr/

Call Center Project - Tele Marketing and Sales Process of Land Line Plans (UK)

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Projects Details:

Type : Project

Id : 16070569

Category : Call Center

Title : Tele Marketing and Sales Process of Land Line Plans (UK)

Estimated Budget : 25 GBP Per Sale

Total Requirement : Min 20 Seats

Description :

We are Surrey, UK based Company looking for Call Centers for Tele Marketing and sales of Land Line Plans. We need centers with minimum 20 seats to dial UK during normal business hours. We will provide calling scripts and centers has to manage their own leads. Payout will be 25 GPB paid by Wire Transfer on Weekly basis. Interested Call Centers are requested to contact us as soon as possible.

Country : United Kingdom

Status : Closed

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Call Center Project - Debt Management Sales Consolidation Process

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Projects Details:

Type : Project

Id : 19449260

Category : Call Center

Title : Debt Management Sales Consolidation Process

Estimated Budget : 20 GBP Per Sale

Description :

We are an India based company looking for centers for a Debt management process. We are looking for centers with minimum 15-20 seats to dial UK at normal business hrs for the debt management consolidation process. We will pay 20 GBP per sale via cheque on biweekly basis. Interested centers are requested to contact us as soon as possible.

Country : India

Status : Closed

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Call Center Tender - Telephone Interview Services

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Projects Details:

Type : Tender

Id : 64581263

Category : Call Center

Title : Telephone Interview Services

Estimated Budget : Request for Proposal

Total Requirement : Approximately 1000 Calls in each Survey

Description :

We are New Zealand based organization. We are looking for capabel and qualified service providers. The provider will provide computer-aided telephone interviews (CATI) with a sample of firms and related consultation (the Services) to our organization. There will be three survey conducted each year. Approximately 1000 calls in each interview process. Average call duration will be 30 mins.

Scope of services:

1. Consultation with our project team and the firm providing the face-to-face interviews on the design, survey routing and time-table for the computer-aided telephone survey.
2. The survey will take place in May and June 2009, following results from the face-to-face interviews.
3. Computer-aided telephone interviews with 100, 200, or 300 firms that expressed willingness to participate to a follow-up survey.
4. We will provide the sample frame for the survey and data.
5. A report providing summary and analysis of the interviews.
   

Payment terms are negotiable. Interested service providers are requested to send their proposal on or before 5:00pm on Thursday 29 January 2009 via post, courier or hand delivered only. This tender is global and offsite. Providers may have to visit our place for meetings and briefings. For more details have a look on attachement.

Country : New Zealand

Status : Closed

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Kenya sets up relief call center to monitor famine

The Kenyan government has teamed up with mobile phone operators in the country to launch an emergency disaster response call center system that will assist in coordinating and monitoring the current famine situation.

The information and communication ministry has commissioned KenCall, East Africa's largest international contact center, to run the operation in cooperation with call service providers.

The center will be based in Nairobi and is expected to fundraise, monitor information, and answer requests for information from public and the media.

Information Permanent Secretary Bitange Ndemo said the system would ensure that Kenyans are able to alert the government of the circumstances in various parts of the country round-the-clock.

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Call Center Project - Lead Generation for Mediclaim Process

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Projects Details:

Type : Project

Id : 20773409

Category : Call Center

Title : Lead Generation for Mediclaim Process

Estimated Budget : 175 GBP Per Sale

Description :

We are India based company looking for call center for a lead generation campaign. We are looking for centers with minimum 5-10 seats to dial UK at normal business hours to convince cusotmers for our Mediclaim Insurance. Centers need to manage their own calling leads. Our payout will be 175 GBP per sale will be paid via cheque on weekly basis. Interested centers are requested to contact us with their profile as soon as possible.

Country : India

Status : Closed

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Call Center Tender - Call Center Services for Legal Advice

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Projects Details:

Type : Tender

Id : 27935726

Category : Call Center

Title : Call Center Services for Legal Advice

Estimated Budget : 9000000 GBP to 13500000 GBP

Total Requirement : 70000 Calls per Month

Description :

We are UK based company providing legal services publically. We are looking for experienced and qualified Call Centre Operators for our requirement of a flexible contact centre services. The contract will be for 60 months. Our estimated budget for this contract is 9000000 GBP to 13500000 GBP. Approximately 70000 calls per month. We have separated these services in 2 lots.
Lot No. 1 : Call Centre Operator Service

1. Provider will provide a front-end triage call centre, use of appropriately skilled operators.
2. Provider will offer legal advice to the general public through a front-end non-legally trained team of operators via toll free no.
3. Transfer of data & calls to specialist advisors appointed by us.
4. Capacity to handle fluctuating call volumes and variable workflows, handling of bespoke call back features, and the use of new technology to maximize accessibility and cost effectiveness.
   

Lot No. 2 : Network Telephony Service

1. Provider will provide the design, implementation and management of the call handling/routing system between the caller, call centre resource provider and specialist advisors.
2. Provision of messaging services, management information and the necessary communication lines.
   

Payment terms are negotiable. Providers can apply for one or both lots. Interested service providers are requested to send their expression of interest on or before 16th February, 2009 by 12:00 noon via e-mail, post, courier or hand delivered only as specified in the tender document. This tender is global and offsite. Provider may have to visit our location for meetings and briefings. For more details have a look on attachment.

Country : United Kingdom

Status : Closed

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Unemployment call center to be built

SALISBURY -- A 20,000 square-foot call center for screening unemployment insurance claims is breaking ground -- at an undisclosed Wicomico County location -- and construction can't come fast enough, says the director at the cramped Maryland Department of Labor, Licensing and Regulations' regional office where the workload has reached record proportions.

Claims for first-time benefits recently doubled in the last year at the Salisbury center, one of five opened a decade ago to consolidate walk-in unemployment insurance services in Maryland counties and enabling victims of unemployment to file claims by phone or on the Internet.

Claims center director James Wolf isn't revealing the 3-acre location of the new call center ---- or the current one, either -- because the facility is structured to render services strictly by telephone or online.

"We've been on the phone system for 10 years; I don't discuss where we are," said Wolf, a 33-year veteran with DLLR. "We absorb a great percentage of the state workload, taking calls from where an operator is available."

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Call Center Project - Grants Guide Campaign

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Projects Details:

Type : Project

Id : 10221916

Category : Call Center

Title : Grants Guide Campaign

Estimated Budget : 80 USD per sale

Description :

We are Karnataka, India based company looking for call center for our Credit card consolidation Process. We need centers with setup of minimum 20 seats to call UK customers for our Credit & Repair Consolidation service(please check attached file for more detail).Calling leads and Training material will be provided by us. Our payout will be 80USD per sale will be paid fortnightly basis via Cheque. Interested service providers are requested to contact us as soon as possible.

Country : United States

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Call Center Tender - Customer Satisfaction Survey

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Projects Details:

Type : Tender

Id : 23474734

Category : Call Center

Title : Customer Satisfaction Survey

Estimated Budget : 20,000 USD to 30,000 USD

Total Requirement : Approximately 2500 Calls

Description :

We are USA based organization. We are looking for the services of a professional consultant experienced in customer research, data collection and analysis, and telephone and online survey operations for the purposes of conducting a satisfaction survey on customers that have received our services. Our estimated budget for this contract is between 20,000 USD to 30,000 USD. Approximately 2500 calls to be made and the average call duration will be 12 minutes.
Scope of services:

1. Consulting on and finalizing two (2)telephone survey instruments, including pre-testing.
2. Developing an online survey option for one of the surveys.
3. Conducting telephone surveys of approximately 1,055 customers receiving our services between July 2006 and December 2008.
4. The average telephone interview length is expected to be approximately twelve (12) minutes.
5. Statistically analyzing the data collected from the survey.
6. Providing us with a detailed report and presentation of the results of the project.
   

Payment will be on net 30 days. We will provide all the data and the calling scripts. Interested service providers are requested to send their detailed proposal on or before JANUARY 30, 2009 at 3:00 PM via post, courier or hand delivered only. This tender is global and offsite. Provider may have to visit our location for meetings and briefings. For more details have a look on attachment. We attached sample questions.

Country : United States

Status : Closed

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Contact Centers and the Recession: Emerge as a Leader

How is the current economic news playing out in your contact center? We at Vanguard have been discussing this topic and getting feedback from our clients. My sense is a lot of organizations may just be freezing projects or budgets. Others are trying to juggle ways to reduce costs with increasing sales and maintaining service levels. This might be through operational and process assessments and changes or by looking at existing or new technology applications to increase sales and loyalty. If budgets are frozen, don’t just sit still! Here are some ideas that can help contact centers get through the difficult times and emerge as more nimble and competitive.

Customer Focused

Obviously it is critical to retain customers now, since replacing them is costly. Even if customers aren’t buying during this downturn, you want them to remain loyal. One way is by improving your customer’s experience with your company. Only by stepping into their shoes can you really understand what it’s like to be a customer. So think about mapping the customer experience across channels, think about doing some key “moment of truth” mystery shopping – buying a product, returning an item, questioning a bill, looking for support. This is a critical first step to understanding your customer’s experience with your company. How do you compare to you competitors? Where can you be more customer-focused? How can you effectively segment customers to provide the right service at the right time?

Operations and Process Focused

If you haven’t done any business process or continuous improvement studies to reduce costs and improve efficiency in a while, now is the time. You might look into tuning up the IVR to increase usage — for most call centers, even a 1% gain in use represents substantial dollar savings. Sometimes even partial automation applications can provide a cost savings.

How about contact handling and backend processes? If you are still using the same processes you did 8 or 9 years ago, there is room for improvement. These types of changes can help you manage with what you have during increased call volumes and no funds for additional staff. If, on the other hand your contact center volumes are dropping, how about being proactive? There may be opportunities for outbound notifications or opportunities to tap into your best customers to in-crease wallet share at this time. Have you considered looking beyond your call center to other functional areas of the organization that may be able to leverage your capabilities? You may have opportunities to provide some economies of scale to your peer departments.

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Call Center Project - UK Credit card consolidation Process

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Projects Details:

Type : Project

Id : 12760897

Category : Call Center

Title : UK credit card consolidation Process

Estimated Budget : 80 USD Per lead

Description :

We are Karnataka, India based company looking for call center for our Credit card consolidation Process. We need centers with setup of minimum 20 seats to call UK customers for our Credit & Repair Consolidation service(please check attached file for more detail).Calling leads and Training material will be provided by us. Our payout will be 80USD per sale will be paid fortnightly basis via Cheque. Interested service providers are requested to contact us as soon as possible.

Country : India

Status : Closed

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Call Center Tender - Customer Care Services (Chat & E-mail Support, Inbound & Outbound)

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Projects Details:

Type : Tender

Id : 47065878

Category : Call Center

Title : Customer Care Services (Chat & E-mail Support, Inbound & Outbound)

Estimated Budget : Request for Information

Total Requirement : Approximately 15000 Calls per Week

Description :

We are UK based organization. We are national learning network and a nationally recognized learning services brand. We are looking for reputed and qualified service provider for our requirement of call center for outsourced customer care services. We operate a network of more than 700 online learning centers in England and Wales, providing access to a range of e-learning opportunities. Since its launch in 2000 more than two million learners have enrolled on almost 6 million online courses. More than three quarters of the courses are available online allowing people to learn wherever they have access to the internet at home, at work or at a our centre. Information about our courses is available through our helpline number. The call center will operate our helpline number providing various information about our courses to public. Approximately 15000 calls per week. The contract will be for 3 Years. The center will run on 24/7 basis.
Scope of services:

1. Provide customer care support to respond to customer enquiries and requests for assistance submitted across a range of media, including Web Forms, Web Chat, xMS, Instant Messaging, Email and IP voice telephony.
2. An IVR (Interactive Voice Response Unit) to automate the handling of calls.
3. Voice Recording equipment to record calls.
4. Outbound Dialler to automate the placing of outbound calls.
5. Email server (or integration with existing).
6. Collaboration Server (Inc. Web Chat / IM and Text Messaging).
7. Quality monitoring functionality.
8. The selected provider will be required to use our Customer Service Portal as the gateway to any on-line services.
   

Payment terms are negotiable. Interested service providers are requested to send their details on or before 12th February, 2009 by 12:00 noon via our secured website only. This tender is global and offsite. For more details have a look on attachments.

Country : United Kingdom

Status : Closed

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Company hiring 150 workers for Reno call center

RENO, Nev.—The Hartford Financial Services Group plans to hire 150 full-time workers by spring for a Reno call center.

The Connecticut-based company says the workers will take service calls from members of AARP, the nation's largest organization for people 50 and older.

The Hartford and AARP have a business relationship that includes automobile insurance.

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Call Center Project - UK Lead Generation Process

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Projects Details:

Type : Project

Id : 10608089

Category : Call Center

Title : UK Lead Generation Process

Estimated Budget : 4.5 USD per hr.

Description :

We are UK based law firm looking for (only experience) Call Centers for our lead generation work. We need center with setup of 5-10 seats to dial in UK in normal business hrs. and generate leads for claims process. Centers need to manage their own calling leads. We are looking for atleast 2 leads per agent per day and payout will be 4.5 USD per hr. will be paid on weekly basis via wire transfer. Interested centers are requested to contact with their profile.
Note: We need centers to contact to our representative in India.

Country : United Kingdom

Status : Closed

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Call Center Tender - 24x7 Inbound & Outbound Relay Call Center Services

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Projects Details:

Type : Tender

Id : 23463615

Category : Call Center

Title : 24x7 Inbound & Outbound Relay Call Center Services

Estimated Budget : Request for Proposal

Total Requirement : The contract duration is of 5 years

Description :

We are USA based organization and we are looking for experienced and qualified service providers for our requirement of 24x7 Inbound and Outbound Call Centre Relay service including video relay service as well for citizens who has a hearing or speech disability. Figures of conversation for Relay calls are given in the document. The contract duration is of 5 years.
Scope of Work:

1. The service provider will provide complete relay service to the people in need of health and human services assistance with the appropriate provider names of such services which will include video relay service as well.
2. The provider will take care that ninety percent (90%) of all calls are answered by the relay center within ten (10) seconds from the time the call enters in the system.
3. The provider must allows a person using a telecommunications device for the deaf /teletypewriter to communicate with another telephone user using conventional telephone equipment and this service also works in reverse.
4. Providence of a courtesy message after three rings for each incoming call, to inform callers that they have reached our relay center.
5. The provider will provide relay service for all non-emergency services with in the state and out of the state as well.
6. The providence of relay service in spanish language is also highly desirable.

Payment terms are negotiable. Interested service providers are requested to send their proposal on or before February 9th, 2009 via courier and hand delivered only. This tender is Global and off site. Service providers may have to visit our location for meetings and briefings. For further details please have a look on attachment.

Country : United States

Status : Closed

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Call Center Bringing 900+ Jobs to North Carolina

Covation LLC, a customer support provider for business telecommunications services, will invest $5.5 million to open a customer call center in Hickory, North Carolina, according to the North Carolina governor’s office.

The project is expected to create more than 900 jobs over the next three years, at an average annual salary of $34,500 plus benefits. “We are delighted with the support of both state and local officials to bring this large employment opportunity to Hickory,” says Joseph J. Sanders, a Covation LLC vice president. “We look forward to being an active member of the business community for many years to come.” Incentives offered to the Georgia-headquartered company include a $600,000 grant from the state that is contingent on job creation goals; local incentives will match that figure.

Source : http://www.areadevelopment.com/

Focusing on the 'Customer' in Customer Care

Customer service is becoming an increasingly important leverage tool in today's competitive business world. With so many options to choose from, customers can easily switch their allegiance to a new company if their needs are not being sufficiently met. This situation is relatively new to the utilities industry, however, as legacy utility companies have operated competition-free for decades. The newer market entrants understand the importance and value of customer retention and have molded their business objectives around keeping their customers -- and winning new ones -- by providing quality customer service. For the larger, more established utility companies this has been a more difficult concept to embrace, begging the question: Why isn't every reasonable effort being made to retain customers?

A recent survey of 105 utility companies conducted by InterWeave, a Tampa-based consulting firm, found that the industry is falling short when it comes to meeting customers' expectations for quality service. Out of all of the respondents surveyed, only 46 percent reported that they were satisfied with the customer service they received.

Given the multitude of operational challenges facing utilities companies, including environmental issues, conservation, regulations, new infrastructure and unpredictable forces of nature, it goes without saying that customer service can sometimes slip through the cracks. But when you consider that there are such few opportunities to interact with your customers and that your company may only have one chance to make a first, and lasting, impression, you can begin to see the value of providing exceptional customer care.

Focusing on the Customer in Customer Service

Successful utility companies are those that embrace and address the elevated expectations of their consumers. After all, customers compare your company's service not only to that of other utilities, but also to the service they receive in other industries. As deregulation and re-regulation continues, customers' increased buying power and access to information may lead to easy utility switching, like we see today in the form of long-distance telecommunications and cable operators. All forward-looking companies need to ask themselves if they are sufficiently differentiated to withstand that level of instability and customer choice.

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Call Center Project - Virtual Assistant Work

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Projects Details:

Type : Project

Id : 66106661

Category : Call Center,Data Entry

Title : Virtual Assistant Work

Estimated Budget : Looking for Best Proposals

Description :

We are UK based company looking for freelance individuals for an administrative assistant work. We are looking for a service provider for a 16 hrs weekly virtual assistant work.The work load would be as such:-

1. Should be able to use MSN Messenger and Skype.
2. Should be able to make audio calls using the above programs.
3. Should be able to use MS Word/Excel
4. Should be very organized and be trained in customer services.
5. Project management skills desirable.
   

We are looking for proposals from individuals on hourly basis. Interested individuals are requested to contact us as soon as possible.

Country : United Kingdom

Status : Closed

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Call Center Tender - Inbound Call Center for Providing Information

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Projects Details:

Type : Tender

Id : 11914248

Category : Call Center

Title : Inbound Call Center for Providing Information

Estimated Budget : Request for Proposal

Total Requirement : The contract duration is of 3 years

Description :

We are Australia based organization and we are looking for experienced and qualified service provider for our requirement of Inbound call center service for Contact centre. Total call volume is 600,000 calls for first year and 800, 000 calls for another 2 years. The Service provider will answer calls in normal business hours related to information of transaction service, Document fulfilment, Problem resolution for incidents and IT Helpdesk problem resolution.
Scope of work:

1. The service provider will take care that Contact Centre Operator will inform all callers that the call will be monitored and recorded digitaly.
2. The service provider must have an Interactive Voice Response (IVR) system at their respective call center.
3. The Service provider shall have 10% more Operators available at all times while conducting all normal business operations.
4. The Contact Centre Service Provider is responsible for the provision and maintenance of the full service in this regard – this includes all infrastructure, hardware, systems software, application software, any application and support software for the Contact Centre.
5. The service provider will make a portal for Contact center which shall provide a service management system containing all relevant data, information and records relating to the services to ensure that the services are comprehensively documented and recorded.These records could include reports, logs and audit information.
   

Payment will be done as per agreed milestones. Interested service providers are requested to send their proposal on or before February 6th, 2009 via courier and hand delievered only. This tender is Global and off site. For further details please have a look on attachment.

Country : Australia

Status : Closed

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Call centers cautiously optimistic in 2009

VOICE-BASED business process outsourcing (BPO) companies here expect to grow by a fifth this year despite the threat of a global economic crisis.

But industry leaders said call centers should enter 2009 with caution, noting that the local offshoring industry was not immune to the negative effects of the economic crunch.

"You never really know what’s going to happen," Benedict Hernandez, president of the Call Center Association of the Philippines, said in a recent interview.

"Despite the forecast, we still have to be more careful... We cannot say that there won’t be an impact," he added.

Mr. Hernandez noted that according to a survey by the group, call center companies, which make up around 70% of the local BPO industry, expect to grow by an average of 23% this year.

He noted that this would not be as fast as the 30% to 40% growth the sector had been experiencing in the past three years.

This is also lower than the growth expected by nonvoice BPO companies.

Mr. Hernandez said the slower growth rate relative to the entire industry might also be due to the fact that the sector now has a bigger base. "But you can’t really complain," he said, adding that at least, unlike other industries such as manufacturing, signs still pointed to growth. "The main thing is that it’s still going to be good growth."

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Call Center Project - UK Survey Requirement

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Projects Details:

Type : Project

Id : 78259224

Category : Call Center

Title : UK Survey Requirement

Estimated Budget : 1.5 - 4.5 GBP per hour

Total Requirement : Minimum 10 Seats

Description :

We are New Delhi, India based company looking for service provider for our UK Survey Requirement with minimum 10 seats setup. We want call centers to dial UK during normal business hours for Survey requirement (Callers need to ask 6 questions from the customers). Survey is about Debt Settlement. Centers need to manage their own leads and training will be provided by us. Payout will be 1.5 GBP to 4.5 GBP per hour paid on weekly basis by PayPal. First payout will be after three weeks. Interested service providers are requested to contact us as soon as possible.

PAYOUTS : HOURLY Paid in Pounds
In one 8 hour shift 1.0 spd receive 1.5/hr.
In one 8 hour shift 1.5 spd receive 2.00/hr.
In one 8 hour shift 2.0 spd receive 2.50/hr.
In one 8 hour shift 2.5 spd receive 3.00/hr.
In one 8 hour shift 3.0 spd receive 3.50/hr
In one 8 hour shift 4.0 spd receive 4.50/hr.

Country : India

Status : Closed

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Call Center Tender - Inbound Call Center Service

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Projects Details:

Type : Tender

Id : 35661908

Category : Call Center

Title : Inbound Call Center Service

Estimated Budget : Request for Proposal

Total Requirement : The Contract duration is of 1 year

Description :

We are UK based non-profit-making, charitable organization and we are looking for experienced and qualified service providers for our requirement of inbound call centre for out of hrs. Call handling services to covering 11200 homes, on behalf of us for our tenants including dealing with calls related to gas etc.
Scope of work:

1. The Service provider shall provide a call handling service relating to property repairs, anti-social behavior and reports of gas to cover the following periods:
   a. 17.30 hours – 08.00 hours - Monday to Friday every week
   b. 24 hour provision Saturday and Sunday every week
   c. All Public Bank Holidays
   d. Christmas holiday period 24th December 2009 16:00 hours to 4th January 2010 08:30 hours.
2. Anti-social behavior calls will be handled in accordance as per our guidelines and logged in accordance with the daily data summary by the Service provider.
3. The service provider will provide call handling cover for 1 hour per month during normal working hours for our in house call handling team during regular team meetings.
4. In the event of a service interruption to the Client in house call handling capability during working hours for example, but not limited to, a major telephone system failure:
   a. The Provider will provide a call handling service to ensure service continuity for tenants and callers on request by the Client.
   b. The service will be available to callers within 2 hours of the service interruption being reported to the Service provider.
   c. This additional service will be charged by the Service provider at tendered hourly rates (or part thereof, pro-rata).
   d. This service will be the same handling and reporting service for repairs, gas and anti-social behavior. All other call types will be a message taking service.
   e. Messages will be forwarded to the Client within 2 hours of the end of the service interruption.
   

Payment terms are negotiable. Interested service providers are requested to send their proposal on or before February 9th, 2009.This tender is Global and offsite. Service providers may have to visit our location for meetings and briefings. For further details please have a look on attachment.

Country : United Kingdom

Status : Closed

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