Awarded
Kia Motors (UK) Ltd — Customer Contact Centre.
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Descriptions
A Brief Overview of Requirements for Kia Motors (UK) Ltd Customer Contact Centre.The chosen supplier will:— facilitate a UK based outsourced customer contact centre (CCC) for Kia Motors (UK) Ltd (KMUK);— have experience and a proven track record of operating an outsourced customer contact;— provide a dedicated team of knowledgeable and professional advisors who can provide assistance on a variety of issues and queries from prospective and existing customers, as well as our 185+ Kia dealerships;— operate a multichannel CCC that includes communication methods such as KMUK website, email, SMS, post, Facebook, Twitter, Kia Owners Forum, Reevoo, Live Chat, Forums and CSI surveys;— provide and develop a web based CRM/system which is appropriate to our needs and requirements. It must be accessible for both the CCC and KMUK staff, as well as any chosen partners. It must have full integration with KMUK's database including the ability to receive new customer data from our data house, receive customer data updates from our data house and send new customer data to our data house;— accommodate our current opening hours:• Monday to Friday 8:30-9:00,• Saturday 9:00-13:00,• Sunday Closed.For full details and requirements please see the attached documents.
Timeline
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Keywords
customer care
CRM calls
issue resolution
client support
client relations
customer support
service recovery
service desk
after-sales care
inbound/outbound calls
customer interaction
multi-channel support
helpdesk call centre
customer-care services
care coordination
relationship maintenance
help desk services
call handling services
call queue management
telemarketing operations
proactive support
consumer assistance
call centre services
account management
service follow-up
after-sales support
customer services
customer contact management
service experience management
contact centre operations
Workflows
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Buyer Information
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