NCH Out of Hours Contact Centre Operations

Concepts

• contact management
• hours contact centre operations
• bristol
• nch app messages
• customer contact
• operational teams
• hours contact centre operations provider
• nch
• telephone calls
• social media

Location

Monmouthshire and Newport

Description

Newport City Homes are seeking to procure a new Out of Hours Contact Centre Operations provider

Total Quantity or Scope

NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities: a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about services b.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages) c.Respond to customers professionally in line with the association’s Customer Service Standards, using their preferred choice of communication channel. d.Support customers with any technical difficulties in accessing services on Mobile App & Website e.Transfer calls to repair and operational teams where specialist advice or support is required.

Renewal Options

dependent on business requirements at the end of the contract

CPV Codes

• 72212333 - Contact management software development services

Indicators

• This is a recurring contract.
• Renewals are available.
• Professional qualifications are sought.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** For more information about this opportunity, please visit the Delta eSourcing portal at: <a href="https://nch.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7" target="_blank">https://nch.delta-esourcing.com/tenders/UK-UK-Bristol:-Contact-management-software-development-services./7ZF38UQTZ7 To respond to this opportunity, please click here: <a href="https://nch.delta-esourcing.com/respond/7ZF38UQTZ7" target="_blank">https://nch.delta-esourcing.com/respond/7ZF38UQTZ7 GO Reference: GO-20221221-PRO-21797407