Awarded
Services-Contract-Contact Centre Resources
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Descriptions
The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods.
The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels.
The agreement includes a comprehensive service proposal, covering:
• Staffing and training model
• Technology stack (IT and telephony setup)
• Governance and reporting structure
• Quality assurance approach
• Supplier readiness for mobilisation ahead of January billing peak
Timeline
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Tender Regions
CPV Codes
79510000 - Telephone-answering services
Keywords
telephone-answering services
call answering
incoming call handling
message taking
switchboard services
receptionist answering
phone support
hotline management
call screening services
call center answering
Tender Lot Details
2 Tender Lots
Workflows
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Details
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Buyer Information
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Possible Competitors
1 Possible Competitors
