Call Centre Services 2014-2019

Tender description

As part of its business continuity planning, the Commission invites tenders for the provision on a contingency basis of call centre support services in the event of a collapse of a large travel company, an airline or other significant occurrence (e.g. the Icelandic volcanic ash cloud incident) which impacts on large numbers of the travelling public. The decision to invoke the services of the successful call centre will be taken by the Commission after an evaluation of the scale of the disruption, the expected volume of communications from the public and the in-house resources available. The proposed service 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. Please refer to the RFT for further details.