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After Hours Contact Center Services

Details

RFx ID : 18555558
Tender Name : After Hours Contact Center Services
Reference # : AHCC
Open Date : Monday, 10 April 2017 8:00 AM (Pacific/Auckland UTC+12:00)
Close Date : Friday, 5 May 2017 5:00 PM (Pacific/Auckland UTC+12:00)
Department/Business Unit :
Tender Type : Request for Proposals (RFP)
Tender Coverage : Sole Agency  [?]
Categories :
  • 43221500 - Call management systems or accessories
  • 43223200 - Mobile messaging platforms
  • 83121600 - Information centers
  • 93101700 - Legislative bodies and practice
Regions:
  • New Zealand
Required Pre-qualifications : None
Contact : Jenny O'Connor
04 237 3817
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :
Overview

The purpose of this Request for Proposal (RFP) is to invite interested parties to submit their proposals to provide after-hours contact center services in accordance with this RFP.
The Porirua City Council requires after-hours contact center services that can receive all calls diverted from the Council during the specified after-hours period. The contact center must be able to:
• Set-up and maintain a knowledgebase repository to store Council information that will be used to inform call responses;
• Receive, answer, log and record all calls and either:
o answer the calls fully using knowledgebase;
o refer calls to the Council website or to Council contractors;
o raise service requests for action where necessary into a CRM system;
o voice recording of all inward and outward bound calls relating to the Porirua City Council;
• Have the potential to offer webchat if the Council chooses to incorporate it within its after-hours contact center function in the future.
• Answer calls from two phone queues (council main line and cemetery/ cremation line) with ability to prioritise cemetery/cremation calls over council main line calls