Awarded
Customer Contact Centre and Back Office Services.
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Descriptions
Data-processing services. Customer services. Data analysis services. Data storage services. Data transmission services. Database services. Westminster City Council (“WCC”) is currently delivering an ambitious programme to radically improve the ability of customers to transact with WCC through the channel of their choice and to stay informed of the progression of their transaction each step of the way. This customer led transformation programme aims to drive down customer contact and assist people to self serve.To complement this programme of change WCC is seeking an innovative partner (“the Service Provider”) to deliver a range of contact centre and back office services with supporting systems (“the Services”). WCC will expect the Service Provider to be pro-active and agile in its approach to continuous improvement and contingency management and to bring industry expertise and tactical intelligence to its delivery of the services.It is envisaged that the key objectives and outcomes for the Services will include transforming the experience of customers from the traditional telephone contact centre with processing functions, to a model where customers will be assisted to undertake and manage the transaction themselves wherever possible and appropriate.It is anticipated that the core requirements for the Services will include the following:— provision of a contact centre with personnel trained to interact with customers, to identify a service expert for the customer to speak to and route them directly there, or assist with channel shift by sign-posting or tutoring the customer through tools such as webchat. All enquiries and transactions will be logged by the Service Provider, and customers will proactively receive updates on progress and final resolution through either SMS or email.
Timeline
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Tender Regions
CPV Codes
79342310 - Customer survey services
72313000 - Data capture services
79512000 - Call centre
72316000 - Data analysis services
79342300 - Customer services
Keywords
data modeling
customer care
opinion polling
CRM calls
survey execution
client support
data mining
client relations
data acquisition
KPI evaluation
service desk
inbound/outbound calls
customer interaction
consumer survey analysis
multi-channel support
helpdesk call centre
embedded capture systems
regression forecasting
sensor input processing
satisfaction metrics
performance benchmarking
customer survey services
segmentation analysis
client questionnaires
help desk services
statistical inference
call handling services
call queue management
dynamic input collection
feedback collection
telemarketing operations
multivariate analysis
real-time data intake
survey form reading
consumer assistance
correlation studies
call centre services
machine-readable capture
after-sales support
customer services
company registration filing
corporate records maintenance
customer insight gathering
commercial documentation handling
satisfaction survey design
customer contact management
business operations facilitation
corporate registry services
enterprise license management
exploratory data analysis
organizational compliance support
corporate registry coordination
business permit facilitation
analog-to-digital data recording
customer feedback surveys
service experience management
automated field data capture
telemetry data collection
trade license administration
contact centre operations
Workflows
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Buyer Information
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