Customer Support And Telephone Answering Service

Type: Tender
ID: 1007065
Category: Call Center Services
Title: Customer Support And Telephone Answering Service
Clients Approx Budget: Need Best Proposals
Volume of Work: 1 Year Contract
Description: We are Ireland based looking to outsource our requirement of Call Center Service. We are looking for customer support and telephone answering service. The duration of the contract is 1 year with the possibility of further renewal for 3 years.

Scope:
1. To handle the phone calls. All these calls were and/or are entertained by us through two national information lines which were introduced in September 2006.
2. These lines were operative
3. Lines are operative under two different names, i.e. Consumer Information Line and Industry Information Line.
4. The calls made (on both the lines) will be to lodge complaints, seek general information and for various purposes.
5. VOLUME (Indicative): Following are the volumes of calls received in various years:
a. Consumer Information Line:
i. From Sep 2006 to Dec 2006 – Approx. 4000 Calls averaging 500 per week
ii. 2007 – Approx. 10000 Calls averaging 192 per week
iii. 2008 – Under 10000 Calls averaging 187 per week
b. Industry Information Line:
i. From Sep 2006 to Dec 2006 – 8600 Calls
ii. 2007 – Approx. 72000 Calls
iii 2008 – More than 43000 Calls
6. During the lifetime of the contract, we may (at our sole discretion) award subsequent contracts which may include:
a. Back-office administration services (processing of postal and/or electronic applications and general back office support);
b. Specialist services (business analysis, innovation services, management information, and relevant IT services); and
c. Ancillary related services.

The tendering process is through Pre-Qualification Questionnaire (PQQ). Interested service providers are requested to receipt of Questionnaires till June 7, 2010 by 12:00 Hrs.

Country: Ireland

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