Realtime Customer Contact

Concepts

• huntingdon
• administration services
• customer services
• real time customer contact
• realtime customer contact
• realtime
• weekends
• technological changes
• judgement based thinking
• different levels

Location

This contract is not restricted to being performed in the East of England

Description

Anglian Water Services Ltd (Anglian Water) is undertaking a Procurement Exercise to assess Bidders for the provision of Real time customer contact and associated activities to improve resilience and adapt to technological changes as set out in the specification and draft contract documentation. The scope will cover a proportion of inbound telephony channels and outbound dialler (in addition WhatsApp and Live chat) negating the need for onshore resource post 4pm weekdays and during weekends.  All workstreams contained within the contract will require judgement based thinking at different levels of complexity. For further information regarding this sourcing event please refer to the Bidder RFI/RFP Guidance document that is attached to the scanmarket event.

Total Quantity or Scope

As per the Short description in section II.1.4 and for further detail please see the Bidder RFI/RFP Guidance Doc.

CPV Codes

• 75100000 - Administration services
• 79342300 - Customer services

Indicators

• This is a one-off contract (no recurrence)
• Renewals are not available.
• Professional qualifications are sought.

Other Information

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