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.