Services Agreement related to the Provision of an Out of Hours Contact Centre and RPaaS

A Tender Notice
by ROCHDALE METROPOLITAN BOROUGH COUNCIL

Source
Find a Tender
Type
Contract (Services)
Duration
35.5 month
Value
___
Sector
BUSINESS
Published
14 Feb 2023
Delivery
To 01 Mar 2026 (est.)
Deadline
17 Mar 2023 12:00

Concepts

Location

North West England:

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

SERVICES AGREEMENT RELATED TO PROVISION OF OUT OF HOURS CONTACT CENTRE AND RPaaS

Total Quantity or Scope

To provide Out of Hours (OOH) call handling service from our OOH hub in Rochdale Proposal includes the following services; • Fully managed OOH service covering the existing opening hours of 4.30pm- • 9am Monday to Thursday, 4.30pm Friday to 9am Monday on weekends and • all Bank Holidays 24hr • All systems and licenses relevant to the delivery of the service • Automated Management information • Monthly service review meetings • KPIs as per the current contract Resource and Planning • Forecasting and Planning • Long term capacity Planning • Short term Planning • Performance Analysis • Scheduling • Holiday Management • WFM Administration • Intraday Performance Management • Reporting

Award Criteria

Social Value 30
Quality 30
price 40

CPV Codes

  • 79500000 - Office-support services

Indicators

  • This is a recurring contract.
  • Renewals are not available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **

Reference

Domains