Contact Centre Services

Concepts

• call centre
• contact centre services
• pontypridd
• provision of contact centre services
• tfw’s customer contact strategy
• outsourced contact centre provision
• such methods of contact
• contact centre
• event tfw
• customer queries

Location

Wales:

Description

The requirement is for the provision of Contact Centre Services to support TfW

Total Quantity or Scope

TfW requires an outsourced Contact Centre provision to handle customer queries as an overflow for a number of multi-modal projects across Wales. In the first instance, customer queries will be received via telephone, but the Tenderer should be capable of delivering a social media, email and webchat provision in the event TfW broadens project scope to include such methods of contact. Due to the overflow nature of this provision, TfW is unable to provide detailed estimates of volumes. The service provision must align to TfW’s Customer Contact Strategy, which can be found in the tender documentation. The TfW Customer Vision is “Engaging people to create continuously improving experiences that place the customer at its heart”. Our Customer Experience Objectives are: - Engaging people to deliver the highest possible standards of customer service - Delivering a high quality and reliable service - Continuously developing the customer proposition - Enable smooth and seamless journeys across Wales - Deliver high quality customer engagement, insights and communication Full scope details can be found in ITT Volume 1 document in the tender documentation.

Renewal Options

Option to extend for up to 12 months

CPV Codes

• 79512000 - Call centre

Indicators

• This is a one-off contract (no recurrence)
• Renewals are available.
• Professional qualifications are sought.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** Tender documents will be available via eTenderWales at: https://etenderwales.bravosolution.co.uk/ Please refer to project_52411 and ITT_100845 - Contact Centre Services to obtain the tender documentation. Any tenderer queries and responses and any circulars that may be issued during the tender period are to be communicated exclusively via the eTenderWales portal only. All responses will be shared with all tenderers unless the query is deemed confidential or commercially sensitive. NOTE: The authority is using eTenderwales to carry out this procurement process. To obtain further information record your interest on Sell2Wales at https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=128625 Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are: Please refer to the Tender Documentation (WA Ref:128625) The buyer considers that this contract is suitable for consortia.