Call centre

Tender description

The Department for Education (the Authority) wishes to procure a contact centre solution and a one-to-one advice service for eligible Registrants to the Get into Teaching Website to maximise the recruitment of trainee teachers and the number of former teachers that return to the profession each year throughout England. The DfE runs a comprehensive programme of initiatives to bolster teacher recruitment, including marketing campaigns to encourage graduates, those with equivalent qualifications, those considering changing career or those considering returning to teaching, to pursue a career in teaching. These marketing campaigns are designed to inform, generate interest and stimulate action. The Department for Education (the Authority) wishes to procure a contact centre solution and a one-to-one advice service for eligible Registrants to the Get into Teaching Website to maximise the recruitment of trainee teachers and the number of former teachers that return to the profession each year throughout England. The DfE runs a comprehensive programme of initiatives to bolster teacher recruitment, including marketing campaigns to encourage graduates, those with equivalent qualifications, those considering changing career or those considering returning to teaching, to pursue a career in teaching. These marketing campaigns are designed to inform, generate interest and stimulate action. DfE uses the following channels to support marketing campaigns to maximise the number of potential candidates that are recruited to the teaching profession within England: a) the Get into Teaching website: which, in addition to acting as an information source, enables candidates to register their interest in teaching so that they can receive additional support; b) the Get into Teaching Information Service (which is the focus of this planned procurement): which comprises: — a contact centre: where over the phone and via chat, potential candidates can access advice and guidance from an agent and, register to the Get into Teaching website on an assisted digital basis. The contact centre makes outbound calls to potential candidates that have registered interest in teaching via the Get into Teaching website. This is to support and encourage them to apply to teach a priority recruitment subject and to validate their eligibility for one-to-one support from a dedicated advisor. The next step for eligible registrants that accept support from an advisor, is to start working with the dedicated advisor on a one-to-one basis, — Registrant Advice Service: this is delivered by a team of advisors, whose role is to act as both an inspiring champion of teaching and a practical, pragmatic advisor on applying successfully to teacher training courses or to return to the profession. There are currently 3 elements to this service to support different groups of potential candidates — these are currently referred to as Early Education Advisors, Premier Plus Advisors and Return to Teaching Advisors. Additionally, the contact centre is used to address queries from potential candidates on social media. Phone, email and SMS are also used as communication channels for outbound marketing campaigns and help desks. The estimate forecast volumes for the services during the period of October 2018 — September 2019 are: — webchat total minutes: 629 742, — inbound call total minutes: 698 257, — outbound call total minutes: 666 754, — number of registrants eligible for and accepting registrant advisor support: 8 064. The Authority wishes to enter into an initial 5 year contract for the Get into Teaching Information Service with operational delivery commencing 1.10.2018. The Authority may exercise the option to extend the contract by up to a maximum further 24 month period. Further details are available within the procurement documents.