Call centre

Tender description

The Contracting Authorities have requirements for an out of hours call handling and alarm monitoring service. The Contracting Authorities sought a suitably accredited, experienced and skilled organisation (‘Provider’) to provide out of hours call monitoring and handling services and alarm monitoring services. The provider will be expected to deliver all aspects of the service requirements for all of the Contracting Authorities that are party to this contract. The Contracting Authorities sought a suitably accredited, experienced and skilled organisation (‘Provider’) to provide out of hours call monitoring and handling services and alarm monitoring services. The provider will be expected to deliver all aspects of the service requirements for all of the Contracting Authorities that are party to this contract. The provider shall provide an inbound telephony service for their customers when the business is closed or when the ‘in hours’ team are unavailable. Bron Afon: Alarm Monitoring The service includes the 24/7 monitoring of thirty-seven (37) fire alarms in communal areas of dwellings for the length of the contract. Tai Calon: Alarm Monitoring The service includes call monitoring services to our tenants within our sheltered schemes (222 units). In addition, we also have 220 dispersed piper alarms in the community. The units are Tunstall Lifeline Vi in the community and are connected to the main power supply and telephone line in a tenant’s home. The service includes 24/7 monitoring of all alarms including fire and smoke detector alarms both in individual flats and the communal areas of the sheltered schemes for the length of the contract. There are multi sensors in the hallway of each individual flat. The hardwired equipment provided by Tunstall not only links into fire alarm systems but also door entry. We would need the provider to allow remote entry to the schemes and the main key safe operation. In addition tenants with alarms have pendants which may be activated usually called a ‘person trigger’ we would expect the monitoring service to respond to such an activation.