CC-1661 - Ireland - Contact Center and Document Management Services - Deadline May 5,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1661

Government Authority located in Ireland looking for expert vendor for contact center and document management services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide contact center and document management services.
1. Customer Resolution Service
• have the ability to converse with customers, both orally and in writing,
• have the ability to identify the consumer’s needs and address the queries comprehensively in respect of landlord/tenant’s rights and responsibilities, dispute procedures, legislation, registration and case file queries etc.,
• identify when a query requires escalation,
• have the ability to support web chat and potential additional future channel methods,
• have the ability to implement continuous improvement and innovation of processes or services, and
- Approximate work volume is 13,250 phone calls, 3,830 web chats, and just over 5,800 emails per month, volumes which vary on a monthly basis.
2. Back Office Administration & Fulfilment Service
- The main back office administration duties are registering tenancies and managing documentation related to submissions for dispute resolution services. It is available both online and via postal services. Engaging in a dispute resolution process can be done online or via telephone.
• all case management and assessment related activities,
• payment processing activities,
• post handling,
• preparation of applicant documentation,
• manual data input of relevant data from application forms,
• tracking incomplete applications,
• processing of associated fees (non-cash),
• pursuing underpayment or adjusting overcharges,
3. Document and Records Management Services
- It is anticipated that agency may require storage, shredding and secure transfer of both electronic and paper records created through the provision of the services supported. It is also expected that the successful candidate has the capacity to manage and maintain an inventory of stored, shredded or transferred records. Additionally, upon request, the agency may require digital conversion of large volumes of paper records.
• electronic processing of paper correspondence
4. Additional Services including Project Delivery
• Agency project delivery, product development and artificial intelligence and support services (various skills),
• Process Improvement including process automation and straight thru processing,
• Training services,
• Quality assurance services,
• Professional forecasting services,
(2) All questions must be submitted no later than April 20, 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 : Tuesday, 5 May, 2020

Question Answer Deadline : Monday, 20 April, 2020

Category : Call Center and Answering, Data Entry, Scanning, Records and Document Related Services

Country : Ireland

State :

RFP Expired

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