Call centre

Tender description

If and when a competition is held it will be to appoint suitably qualified service provider(s) for the provision of a multi-channel Contact Centre and associated administration services for Irish Water. In scope, a key objective of this requirement is to support the delivery of efficient end-to-end service provision across front and back office activities. To register your interest in this PIN notice please email tenders@ervia.ie with the reference number and title ‘18/177 — Framework for supply of Contact Centre Services’ in the subject line of the email, please include your contact details to include the name of your organisation, your name, your position with the organisation, email address and telephone number. An expression of interest must be made by 17:00hrs (local time) Thursday 13.9.2018. This PIN is for the provision of multi-channel contact centre and associated administration services for business and domestic Irish Water customers, to include, but not be limited to providing the following services: — Information and support provision relating to billing and supply queries, — Customer account management, — Case and escalation management, — Complaint management, — Billing, meter data and payments exception management, e.g. pending bills, adjustments, suspense accounts, meter read anomalies etc., — Payment processing, — Debt collections, — New connections and licensing application management, — Out of hours emergency contact response provision, — Major weather events contact response provision, — Revenue Assurance Activity.