Supplier log in
After Hours Contact Center Services
Details
|
Tender Closed
|
|
| 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) |
| Tender Type : | Request for Proposals (RFP) |
| Tender Coverage : | Sole Agency [?] |
| Categories : |
|
| Regions: |
|
| Exemption Reason : | None |
| Required Pre-qualifications : | None |
| Contact : |
Jenny O'Connor 04 237 5089 |
| 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 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
This tender has been awarded to:
- Palmerston North City Council AH Service
Award Date: Friday, 2 June 2017 (Pacific/Auckland UTC+12:00)
Date RFx was completed/updated: Monday, 8 May 2017 8:15 AM (Pacific/Auckland UTC+12:00)
