Call Centre

Tender description

BTS operates its own 24 hour Repairs Control Centre (RCC) based at the Kingsway Depot between the hours of 08:00 hrs and 18:00 hrs Monday to Friday and an out-of-hours service between 18:00 hrs and 08:00 hrs, Monday to Friday and a 24 hour service over the weekend. The current Out of Hours service receives over 7000 calls per annum from Luton’s Housing tenants and Temporary Accommodation relating to repairs to their properties. Each call handler determines whether a call is deemed urgent or not and will contact a duty trade operative accordingly. The operator records the job details on a spreadsheet for input the next morning on to the IBS, Housing Repairs System. BTS currently employs three Customer Support Officers (two full time positions). Each call handler has a number of years’ experience and is highly skilled in assessing the severity of each repair type and what the usual timescale would be for that type of repair. Early assessment has shown that there are external providers who offer the service that we require and that it could potentially be more financially sustainable and efficient. To undertake a procurement exercise to outsource the service to a, proposed external contractor to provide the Out of Hours service between the hours of 18:00pm and 8:00am weekdays and the 24hrs coverage on weekends. Keywords: Telephone, Call Centre, Call, Communications, Phone, Business