RFP for After Hours Contact Centre Services

Details

Tender Closed
RFx ID :	18164804
Tender Name :	RFP for After Hours Contact Centre Services
Reference # :
Open Date :	Wednesday, 23 November 2016 9:00 AM (Pacific/Auckland UTC+13:00)
Close Date  :	Wednesday, 14 December 2016 5:00 PM (Pacific/Auckland UTC+13:00)
Tender Type :	Request for Proposals (RFP)
Tender Coverage :	Sole Agency  [?]
Categories :	83121600 - Information centers
Regions:	Wellington
Exemption Reason :	None
Required Pre-qualifications :	None
Contact :	Ian Clements ian.clements@kapiticoast.govt.nz 021 030 5963
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :
Agency Address :

The purpose of this Request for Proposal (RFP) is to invite interested parties to submit their proposals to provide after-hours contact centre services in accordance with this RFP.
The Kapiti Coast District Council requires after-hours contact centre services that can receive all calls diverted from the Council during the specified after-hours period and monitor the Council’s Facebook page. The contact centre must be able to:
1. set-up and maintain a knowledgebase repository to store Council information that will be used to inform call responses;
2. receive, answer, log and record all calls and either:
a. answer the calls fully using knowledgebase;
b. refer calls to the Council website or to Council contractors;
c. raise service requests for action where necessary;
3. monitor activity on the Council’s Facebook page and respond appropriately;
4. have the potential to offer webchat if the Council chooses to incorporate it within its after-hours contact centre function in the future.

This tender has been awarded to:

• Palmerston North City Council

Further Award Information:
The contract for the provision of After Hours Contact Centre Services has been awarded to Palmerston North City Council

Award Date: Friday, 24 March 2017 (Pacific/Auckland UTC+13:00)
Date RFx was completed/updated: Friday, 24 March 2017 11:25 AM (Pacific/Auckland UTC+13:00)