Knowsley Housing Trust - Customer Contact Solution

Tender description

THIS PROCEDURE HAS BEEN CANCELLED. KHT is seeking bids from service providers to provide an automated customer contact solution. The system will primarily be used to contact customers across the North West region, but may also be used wherever KHT has an operational requirement across the UK. KHT requires the automated solution to deliver the following four modules: - Debt collection outbound dialler module: A system that calls customers and provides the option to connect to a KHT member of staff so rent can be paid, or queries answered by the KHT team - Tenant survey contacts module: A system that calls recipients to request the completion of a survey, and compiles responses - Appointment setting and confirmation module: A system that calls customers to make and confirm appointments. Any request to rearrange an appointment is connected to a KHT member of staff - Outbound broadcast module: A system that calls recipients to provide key messages to customers The successful service provider must provide a single system that delivers all four elements, and will be required to implement, host and maintain the solution on behalf of KHT. The system must fully integrate with the KHT housing management system, Orchard. All four elements will initially be required to be delivered via an automated voice service. The successful service provider must however have the capability to deliver the outbound broadcast module and appointment setting and confirmation module via SMS, since KHT may require this capability during the contract term. KHT must have access to extract data from the system 24 hours a day, 365 days a year. The system must be able to contact KHT customers between the hours of 8:00AM and 8:00PM, Monday to Friday. The total number of outbound calls required to be delivered by the system across all 4 modules is estimated to be between 100,000 and 122,500 per annum. The estimated breakdown of outbound calls across the four modules is a follows: - Debt collection outbound dialler module: approximately 1,400 to 1,700 calls per month - Tenant survey contacts module: approximately 6,000 to 7,000 calls per month - Appointment setting and confirmation module: approximately 500 to 1,000 calls per month - Outbound broadcast module: approximately 500 calls per month Please note, during the contract term, the annual number of outbound calls associated with the tenant survey contacts and outbound broadcast modules could increase by approximately 25% per module. The annual number of outbound calls associated with the debt collection outbound dialler module could increase by approximately 100%. This is for information only, and KHT do not guarantee that any estimated call volume increases will apply during the contract term.