Call centre

Tender description

BBC Audience Services is the “front door” for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC — 17 in all — ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels — both traditional (phone, webform, letters) and emerging (webchat, social media). BBC Audience Services is the “front door” for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC — 17 in all — ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels — both traditional (phone, webform, letters) and emerging (webchat, social media). As a high profile organisation under a great deal of constant scrutiny from both the public, the government and other media organisations, our contact centre must be both editorially sound on complaints, and approachable and human on all services. The Audience are at the Heart of Everything we do — that is one of the 6 BBC values — and this service is crucial to delivering on that promise.