Awarded
Customer Contact Centre and Back Office Services.
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 acquisition
sensor input processing
real-time data intake
machine-readable capture
analog-to-digital data recording
dynamic input collection
automated field data capture
embedded capture systems
survey form reading
telemetry data collection
data modeling
exploratory data analysis
KPI evaluation
performance benchmarking
statistical inference
correlation studies
multivariate analysis
data mining
segmentation analysis
regression forecasting
corporate registry services
enterprise license management
business permit facilitation
commercial documentation handling
corporate records maintenance
organizational compliance support
company registration filing
trade license administration
corporate registry coordination
business operations facilitation
customer services
client support
consumer assistance
helpdesk services
service desk
customer interaction
service experience management
client relations
after-sales support
customer care
customer survey services
customer feedback surveys
satisfaction survey design
survey execution
opinion polling
client questionnaires
consumer survey analysis
customer insight gathering
satisfaction metrics
feedback collection
call centre services
contact centre operations
inbound/outbound calls
customer contact management
call handling services
multi-channel support
telemarketing operations
helpdesk call centre
call queue management
CRM calls
Tender Lot Details
2 Tender Lots
Workflows
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Possible Competitors
1 Possible Competitors
