Provision of Out of Hours Call Handling Service

Concepts

• office support
• coventry
• hours call handling service
• hours
• the authority’s own customer call centre operating hours
• handling
• telephone answering
• works orders
• repairs
• appendices

Location

Coventry

Description

The Authority, is seeking to appoint a business partner to effectively and reliably deliver an Out of Hours Call Centre Handling Service Provision. This is for the handling of calls outside of the Authority’s own customer call centre operating hours in regard 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 services to be provided under the contract shall be in all respects of the quality or type as detailed in the Specification, Contract, Schedules and Appendices.

Renewal Options

Two (2) year initial contract term with the option to extend for up to three (3) years (in one year increments).

Award Criteria

CPV Codes

• 79500000 - Office-support services
• 79510000 - Telephone-answering services

Indicators

• Bids should cover the whole contract.
• Renewals are available.
• Staff qualifications are relevant.
• Award on basis of price.