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Outsourced Contact Centre Services FPO

Details

RFx ID : 26744835
Tender Name : Outsourced Contact Centre Services FPO
Reference # :
Open Date : Q4 2022
Indicative RFx Release Date  : Q1 2023  [?]
Tender Type : Future Procurement Opportunity (FPO)
Project Status : Initial development  [?]
Tender Coverage : Sole Agency  [?]
Categories :
  • 43221500 - Call management systems or accessories
Regions:
  • New Zealand
Required Pre-qualifications : None
Contact : Jason Cocker
procurement@lottonz.co.nz
Overview

We are looking to the market for a contract centre support partner due to the high number of support requests Lotto NZ incur during different monetary values of jackpot. There is a direct correlation between an increase in demand/sale of tickets as the monetary value of jackpot increases. The support requests come from the number of infrequent customers who are attracted to these jackpots, as opposed to more frequent customers who are familiar with the Lotto NZ systems and processes.

Lotto NZ is approaching the market for a contact centre support partner, specifically for telephone-related support requests from our customers. These support requests are crucial for Lotto NZ to ensure that our customers are serviced in a timely manner, which provides stability to Lotto NZ’s operations and the ability to carry out our mission of providing safe gaming that allows New Zealanders to play and win, while contributing money back to New Zealand communities.