Inbound Customer Support Service

Type: Tender
ID: 1007693
Category: Call Center Services
Title: Inbound Customer Support Service
Clients Approx Budget: Need Best Proposals
Volume of Work:
Description: We are European based looking to outsource our requirement of Call Center Service. We are looking for Inbound customer support service.
Scope:
Service Provider will have to ensure efficient management of contacts from general public and other customer groups in relation to/for ticketing of an international sport event to be held. Services will be provided through various channels, which are as follows:

A. INBOUND COMMUNICATION VIA INTERNET & EMAIL:
1. Each customer’s 1st source of information will be the ticket portal and dynamic FAQ that will be provided by us. If a question is not answered through the FAQ, a form will be provided to the customer in which, he can submit a question to Service Provider. Such questions will be received by a CRM system which will be provided by Service Provider and which should offer the possibility to create and maintain standard answers in 6 languages which would be English, French, German, Polish, Ukrainian and Russian.
2. The CRM system should:
a. Allow the creation of standard answers and maintenance in multiple languages, sorted by major topics and with easy search functions
b. Allow agents from Service Provider and those of ours to assign standard answers to inquiries and send these answers in a selected language back via email.
c. Be web enabled and usable & manageable remotely by our customer service and by Provider’s agents
d. Allow agents of Provider to assign inquiries to be handled by our internal agents
e. Provide the possibility for dated follow-up and Store a contact history
f. Provide the possibility to track inquiries by customer reference number email, phone number, based on ticket (inquiry) numbers
B. INBOUND COMMUNICATION VIA TELEPHONE:
1. Each customer calling our customer service telephone number(s) will be directed to an Interactive Voice Response (IVR) system, to be provided by Service Provider and IVR should:
a. Be manageable remotely by our customer service
b. Offer flexible routing and possibility to easily create and change menus without the need of Provider
c. Should be based on text-to-speech so that updates can be made at any time
d. The set up of the IVR must be very flexible and IVR application must be available 24 X 7.
e. Communication within the IVR application should be provided in 6 languages mentioned above.
f. If a question is not answered through IVR, callers should be able to get connected to Provider’s agent.
C. OUTBOUND COMMUNICATION: At later stages it might be foreseen to make use of outbound ticket sales activities, but that will strongly depend on success of ticket sales in previous phases.
D. REPORTING: Necessary reporting on call statistics and other aspects will be required.
This is a global and off site tender. Deadline for receipt of proposals is July 20, 2010.<

Country: Poland

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