Provision of contingency call centre support services 2011-2013

Tender description

The provision on a contingency basis of call centre support services in the event of a collapse of a large travel company or other significant occurrence which impacts on large numbers of the travelling public. The decision to use the call centre will be the Commission’s based on its assessment of the ability of its in-house personnel to handle the level of calls expected. The service provider will be required to handle telephone calls and email enquiries from consumers affected by the collapse of a large travel company or other significant occurrence; to escalate calls to the Commission for Aviation Regulation where necessary, and to maintain a database of all calls received. It will be a requirement of the tender that firms provide premises equipped with the telephone equipment and information technology to support and report on the required service. Fluency in the English language is a prerequisite and an ability to communicate in the Irish language would be desirable.Prospective bidders for this contract should outline in their responses the capability they have to offer such a service either directly or via a third party. The Consumer Helpline is a key communications and information channel following the collapse of a travel agent or tour operator or other significant occurrence, and a track record of exemplary quality of service, client responsiveness and high levels of operational flexibility and rapid response scalability are essential requirements from the service provider. Daily operational reports to the Commission are essential.