Recording of Welcome and On-Hold Messaging

Tender description

Liverpool City Council (LCC) are looking to procure a solution that will provide their Contact Centre and Adult Services Careline Service with professionally recorded welcome and on-hold messaging. There are approximately 60 separate telephony queues which feed into the Contact Centre and Careline. The majority of these queues have an individual ‘Welcome Message’ and ‘Busy on Hold Message.’ In addition, there are a number of automated sub-sets within the telephony queues, which include key press and auto-attendant options. The welcome messages are used in different ways depending on the type of service offered e.g. local event info, direction to website, weather impacts affecting service etc. The busy messages are used to inform customers of potential reasons for delay, alternative channels methods for contact or advising a customer that their call will be answered shortly. The Contact Centre and Careline would be looking for the supplier to re-record all existing welcome and busy messages to an agreed Service Level Agreement (SLA). A full list of requirements is provided in section four of this report Keywords: messages, on hold, telephone, welcome