QCCC - Provision of Contact Centre Consultancy

Tender description

Birmingham City Council (The Council) has recently brought its Contact Centre in-house and now seeks to review the delivery of customer service processes and procedures in its remaining satellite contact centres to ensure that it delivers a complete service that is easy to use, easily accessible and delivers excellent customer services to its citizens. The aim is to transform existing services through the implementation of improved processes and enabling technologies and transition all services into a single Contact Centre over a period of time. To assist the Council to review its existing Contact Centre services it is seeking the support of an experienced partner who can provide and deliver specialist advice and detailed practical experience of integrating existing contact centres into a single structure to ensure it is fit for purpose, delivers value for money and offers a quality service to the citizens of Birmingham. This contract will be for a period 3 months commencing 9th November 2015 until 31st January 2016. There is a potential for this contract to be extended to a second phase of work that would support the negotiation and implementation of the required changes. Birmingham City Council will be using its etendering (in-tend) system for the administration of this procurement process and providers must register with the system to be able to obtain the tender documents. The web address is https://in-tendhost.co.uk/birminghamcc Registration and use of intend is free. All correspondence for this procurement process must be via the intend correspondence function. If you are unable to register with in-tend please either email us at cps@birmingham.gov.uk or call 0121 464 8000. If you are interested in tendering please click on the following link to access Birmingham City Council’s tender Portal: https://in-tendhost.co.uk/birminghamcc/ and submit your details to register as a bidder. We will send you a log on and password so you can download the Quotation. Your completed Quotation should be returned by noon on Monday 26th October 2015 using the Supplier Portal. For more information email paula.buckley@birmingham.gov.uk