Customer/Call Handling Service

Descriptions

PTI Cymru No 2 Ltd is seeking a potential provider to supply a bi-lingual call handling service for customers wishing to obtain information, make complaints, arrange bookings and additional other enquiries relating to travel throughout Wales.The purpose of this notice is to better understand the capability and capacity of potential suppliers to deliver such a service, under sub contract arrangements.Potential suppliers are requested to register their interest via Sell2Wales by 12:00 noon 29th July 2016.The customer and call handling service would be the primary contact point for nominated potential customers of PTI Cymru, which due to capacity constraints PTI might not be in a position to service directly. The contractor would be providing information and taking requests for services via a number of channels, live calls, emails, SMS and social media.The service will consist of the following elements:- Call Handling (bilingual – English and Welsh)- Email – handling and responses- Complaint handling- Customer feedback- Liaise with relevant escalation teams- Customer Call backs- Bookings- Reception service- Information line- Text messaging service- Call monitoring/recording- Daily/weekly/monthly/annual reporting- Conference calls- Social media management- Weekly/monthly/annual contract meetingsNOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at http://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=48792.