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CC-2558 - Ireland - Front Line Support Customer Services - Deadline February 22,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2558

Government Authority located in Ireland looking for expert vendor for front line support customer services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

- Vendor needs to provide front line support customer services.
- Supply of customer call center services, customer administration, data analytics, customer acquisition and social media services for agency electric vehicle charging networks operated.
- Agency e-cars operates a 24/7 Call Centre that handles all customer calls and can provide a number of remote functions through our IT system.
- Customer call center services provision will be 24 hours per day, 7 days per week, 365 days per year.
- The call center will process calls received from electric vehicle drivers and will take the appropriate action depending on the nature of the call.
- The operatives will be expected to utilize charge point management system to diagnose possible issues, remotely access the charge points and escalate calls depending on the nature of them.
- Included are new customer registrations, payment processing and any additional services that a potential electric vehicle customer may require.
- Include monitoring the email in-boxes, processing, tracking emails and taking the necessary action depending on their nature.
- Messaging Service, Bot Services and any other services that may arise due to new technologies are services that could be required from the call center.
- Customer Administration: managing this service end to end, including printing the required documents to issue to the customer and reporting to agency e-cars on the numbers of cards issued, to whom and which locations they are based.
- Data Analytics:
- Data analytics should drive meaningful insight into our electric vehicle drivers.
- Data analytic reports provided will play a significant contribution to our business decisions.
- Social media services: Managed in a consistent manner and one that reflects the ethos of agency and to the highest standard of social customer care.
- Include monitoring, responding, analyzing and reporting to agency on all online and digital traffic directed to agency e-cars.

[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.

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Wednesday, 22 February, 2023

Category : Call Center and Answering

Country : Ireland

State :

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