NCS Trust Contact Centre Analysis

Tender description

Summary of the work Analysis of our Contact Centres' success rates in converting Expressions of Interest for our core provision (from 16 and 17 years olds) to Sign-Ups and subsequently into Turn-Ups Specialist role Performance analyst Expected Contract Length 1 week Latest start date Monday 5 February 2018 Who Speclialist Work With Jamie Gollings, Senior Strategy Associate What Specialists Work On To support NCS in evaluating their current set of contact centres across the country through analysis of customer and contact activity data. ● Which of the contact centres is the most successful at converting Expressions Of Interest, including seasonal changes ● Which of the contact centres creates the sign ups who have the lowest rate of attrition? Attrition = SignUps minus TurnUps ● How does the contact strategy differ by contact centre? Skills & Experience • Data analysis of customer and their contractors data • Report writing skills (slides and documents) Nice to Haves • Experience in working with Not-For-Profit Organisations • Understanding of our key deliverable - ncsyes.co.uk Work Location 3 x Face to Face meetings in London Telephone and email updates Working Arrangments Data will be provided by us for analysis. face-to-face meetings as described Additional T&Cs The provider must comply with NCS policy on the handling, management and security of information and demonstrate compliance with all data protection legislation. The policy is standard sector format. IT equipment and/or software will be provided by the contractor No. of Specialists to Evaluate 10 Cultural Fit Criteria Be able to review the data and present a succinct report Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers No questions have been answered yet.