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CC-1658 - Ireland - Inbound and Outbound Customer Contact Centre Services - Deadline April 27,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1658

Government Authority located in Ireland looking for expert vendor for inbound and outbound customer contact centre services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound customer contact centre services to handles customer service and inbound sales.
Customer service:
• Metering - customers calling in with meter readings. Historically, this has been the highest call driver, but it is expected that with IVR automation introduced in 2020, this will reduce significantly.
• Billing - customers with enquiries about their bill. This is expected to be automated in 2020, which should reduce volumes somewhat.
• Payments - customers managing how they pay - e.g. direct debit, credit cards etc.
• Industry - information such as meter reads coming in from other industry organisations and which are then transferred to the team in Manchester.
• Priority Services Register (PSR) - a free service offered throughout the energy industry where eligible customers can receive additional services in relation to their communication, access and safety needs.
(2) Approximate customer numbers will be 162,500 in 2021, 237,500 in 2022, 237,500 in 2023, 365,000 in 2024 and 365,000 in 2025.
(3) All questions must be submitted no later than April 13, 2020.

[C] Eligibility:

- Onshore (Ireland Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Monday, 27 April, 2020

Question Answer Deadline : Monday, 13 April, 2020

Category : Call Center and Answering

Country : Ireland

State :

RFP Expired

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