Provision of Out of Hours Call Handling Service

Concepts

• telephone answering
• coventry
• hours call handling service
• orbit customer support current operating hours
• normal operating hours
• current operating hours
• hours
• call handling services
• handling
• third party costs

Location

COVENTRY

Description

Orbit Group Ltd wishes to provide advance notification to the market of a forthcoming tender opportunity to appoint a single organisation to deliver an Out of Hours Call Handling Service Provision. This PIN relates to early market engagement only and is NOT a call for competition (procurement/ tender documents are not available at this time). All participants in this event shall be responsible for their own costs (including third party costs) and the Contracting Authority shall have no liability to any participant.

Total Quantity or Scope

The service provision is for the handling of calls outside of the Authority's own customer call centre operating hours in regards to the portfolio of properties it owns and manages and shall typically relate to the reporting of repairs, the triaging of such and associated raising of works orders with the Authority's appointed repairs contractor's. The service provision will provide call handling services during the following periods: • Outside of Orbit Customer Support current operating hours which are Monday-Friday 8am - 8pm and Saturday 8am-1pm • Planned shutdowns e.g., Bank Holidays, Christmas Period and other events such as closure of our Building, during system upgrades or colleague training days • Able to support with unplanned shutdowns e.g., Closure of Customer Support during normal operating hours due to telephony failure or building evacuation Please note, the tender opportunity is expected to be released week commencing Monday 30th October 2023. Please ensure your organisation is registered on the Orbit Pro-Contract 'Housing Procurement Portal' (https://www.housingprocurement.com) to access tender documentation once the opportunity goes live. Should you experience any technical difficulties in using the Pro-Contract system, please contact the supplier support helpline on 03300050352.

CPV Codes

• 79510000 - Telephone-answering services

Indicators

Other Information

The purpose of this notice is to alert the supplier community to this forthcoming tender opportunity. The procurement approach will be an open process. Contract Term - initial 2 year period with the option to extend for a further 3 years.