NHSBT0910 National Contact Centre

Tender description

This contract concerns the provision of a leading edge, donor focused multi-channel National Contact Centre (NCC) solution dealing with inbound and outbound contacts from potential and existing blood donors as well as those wishing to register or who are already registered with the NHS Organ Donor Register (ODR), and members of the public. We expect any potential provider to be able to deliver an integrated multi channel approach including inbound calls, outbound calls, web from handling, emails, SMS, interactive messaging, social media, push messaging along with any other channels that may become popular with our donors over the course of the contract term. Any potential providers needs to be able to provide NHSBT with best practice in the industry with regards to contact centre solutions to drive high quality, efficient and appropriate contacts with our Blood and Organ Donors. Contacts relate to appointment booking, queries, new donor registration, online technical support, administration and update of existing donor records and medical issues including responses to marketing campaigns. Effective Donor complaint handling and integration with NHSBT in this area is also a key deliverable. Future needs may encompass provision of contact centre support to other Directorates within NHSBT.