Customer Contact Centre Services

Concepts

• call centre
• customer contact centre services
• contracting entity
• customer services
• residential customers
• customer service
• priority services register
• delivery of contact centre services
• customer care
• new customers

Location

London

Description

The contracting entity procured a framework agreement contract for the delivery of contact centre services. The framework is a sole supplier framework. It is proposed that the contract will include the following, and any associated and related services: customer service: • metering; • billing; • payments; • industry; • Priority Services Register (PSR). Sales: • new customers; • renewals; • save, retention and win-back. It is currently envisaged that the service will be for residential customers. All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.

Total Quantity or Scope

Customer service:

Award Detail

Renewal Options

The duration of the framework agreements will be for three (3) years duration with an option, at the discretion of ESB, to extend up to a further 48 months.

CPV Codes

• 79512000 - Call centre
• 79342300 - Customer services
• 79342320 - Customer-care services

Indicators

• Options are available.
• Award on basis of price.

Other Information

The publication of this notice is voluntary. This selection and tendering process is not governed by the provisions of Directive 2004/17/EC or Directive 2014/24/EU (or the Irish regulations transposing those directives) and ESB does not intend, in this process, to follow the procedures or rules set out in those Directives/Regulations.