CC-2548 - Ireland - Contact Centre Services - Deadline February 2,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2548

Government Authority located in Ireland, based organization looking for expert vendor for contact centre services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide contact centre services.         
- To provide call and email answering services for enquiries relating to the drumcondra online
testing (and ordering) system
- Resolution of queries relating to the drumcondra online testing system or escalation of queries to educational research centre staff for resolution.
- The educational research centre has an in-house customer service team that deals with phone and email enquiries. However, due to the volume of correspondence received during the Spring testing period, staff members cannot answer the phone to all enquiries.
- Logging into drumcondra online testing system and submitting orders for tests (paper and online)
- Answering queries on the administration of online tests to students
- Resolving technical issues with online testing services provided through drumcondra online testing system
- It is also envisioned that the supplier would answer all emails sent to the drumcondra online testing system email address. These are of a similar content to the calls received.
- It is anticipated that enquiries to the remaining hunt lines, will be dealt with by the in house
customer support. Where appropriate, the in-house customer service team will re-direct calls to the
third-party operator.]
- providing technical solutions for the provision of the required call and email answering
- service provision on a Monday to Friday basis between the hours of 09:00 – 17:00, some
occasional Saturday work may be required but this is not expected in year one.
(2) The contract will be one year.

[C] Eligibility:

Onshore (Ireland organization Only)

[D] Work Performance:

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

Expiry Date : Thursday, 2 February, 2023

Category : Call Center and Answering

Country : Ireland

State :

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