Customer Contact Call Handling Services & The Provision of Customer Agents

Tender description

This is a call to competition by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4. The core services required under this contract include:- Customer Information – information calls account for c60% of call received. The nature of these calls include; timetable information, journey planning, pricing information, lost property, disable assistance and other miscellaneous calls. Book your ticket – calls relate to the purchase of train journeys, seat reservation and amending/cancellation of same. Group Tickets – calls relate to the purchase of group or multiple seats bookings. Customer Assistance and Feedback – calls relate to assistance with bookings made online. Customer Care – calls relate to a fall down in services. Revenue Protection – calls relate to fines issued to those passengers caught travelling without a ticket. The Customer agents will be based at Iarnród Éireann, Head Office, Connolly station and will be tasked with the following administration roles with the Customer Experience team: • Customer email and phone call responses within designated SLA. • Servicing walk in Customer contacts. • General office duties. • Liaising with other departments as required. • Providing top class service to Customers.