The Commission wishes to enter into a contract commencing on 29 May 2015 for a period of three (3) years for the provision of Contact Management Services

Tender description

The service includes (1) First point of contact for all ComReg consumer contacts, currently this ranges from 800 - 1,150 contacts per week, this volume may change on a weekly basis. Channels include telephone calls, mail, emails, web chats and SMS contacts from consumers. Using interpretive skills to assess the nature of the consumer issues and identifying trends as they occur. Recording consumer query or complaint details in the in-house ComReg issue tracking tool. (2) ComReg’s Complaint Escalations Team handles between 1,300 and 1,500 communications weekly as per the following: Managing complaints and complaint escalations to service providers currently 450- 500 per week, Managing operator responses received currently 450 - 500 per week, All responses must be evaluated and depending on the issue may require further interaction with the Service Providers.Follow up communication with consumers currently 400 - 500 per week: Liaising with consumers in respect to their complaints using outbound calls, emails, mail and SMS. Management information including weekly, monthly, ad hoc reports and 2 annual reports.