Call Handling Resilience and Capacity Framework

Concepts

• glasgow
• business, professional and specialist organisations
• contact center call handlers
• contact center call
• capacity framework
• call handling resilience
• handling resilience
• handling
• resilience
• nhs

Location

Glasgow

Description

NHS 24 wishes to procure contact center call handling resource service

Total Quantity or Scope

NHS 24 to procure contact center call handlers

Award Detail

Award Criteria

CPV Codes

• 98110000 - Services furnished by business, professional and specialist organisations

Indicators

• Award on basis of price and quality.

Other Information

NHS 24 wishes to procure contact centre call handling resource services that could be rapidly deployed at any time during a 4 year period to meet the demands of a Pandemic Flu scenario or any other major service impacting situation affecting the citizens of Scotland. The framework needs to have the flexibility to respond and integrate with NHS 24 via an outsourced or insourced solution, to a number of different scenarios given the unpredictable and ever changing nature of a Pandemic or similar demand. The Contractor will be required to supply resource to deal with potentially complex medical enquiries using a clinical algorithm and although full clinical supervision will be provided by NHS 24, the call takers will require a minimum degree of competency in call handling skills and dealing with complex customer service enquiries. The Contractor will require to have a strong cultural fit with NHS 24 in being able to demonstrate a strong commitment to quality and delivering the highest standards of service to all callers. It is intended that NHS 24 will enter into a Framework Agreement with a number of Contractors (minimum of 3). However there is no guarantee that any Contractor will be awarded a call off contract under the framework. Contractors must complete the ESPD Document by the return date outlined in this Contract Notice. (SC Ref:743177)