Call Centre Services

Descriptions

Companies House is an Executive Agency within the Department of Business, Innovation and Skills(BIS). We hold the public records of over 2 million companies registered in Great Britain. Our main functions are:-To incorporate and dissolve companies;To examine and hold statutory documents received under the provisions of the Companies Act and related legislation;To make this information available to the public.The main office is based at Crown Way, Cardiff and further information can be obtained from our website at www.companieshouse.gov.ukCompanies House invites interested tenderers to put forward proposals to provide the services of the current call centre activities, with improved levels of service and to embrace emerging technologies in continuing the provision of the service during the lifetime of the Contract. Companies House requires a fully integrated Contact Centre facility, including all necessary infrastructure, hardware and software, staff and other resources to support the full functionality of the service.The successful tenderer shall be required to operate against pre-defined service delivery and service level targets and will also be required to supply management information as specified by Companies House.The Contact Centre carries out a key customer facing role. It receives and responds to customer telephone calls, emails, faxes and correspondance. It also deals with enquiries and orders for company information. The contact centre handles approximately 80% of all calls coming into Companies House (an average over the last 6 months of around 133,000 calls per month).Throughout the period of the contract Companies House will be looking to the successful tenderer to adopt new systems and procedures which, in turn, support our overall business aims and objectives at a time when customer demands and expectations are changing rapidly - as is the technological environment in which we operate.