Call centre

Tender description

To support the objectives of the Central Bank of Ireland, the Regulatory Transactions Division (RTD) oversees the provision of a contact management service. The Bank delivers a multi-channel contact management service (phone, email, online) to support approximately 50 000 plus queries annually from regulatory and public contacts. The Bank is now considering which model (i.e. on premise, managed or hybrid) would best support its needs now and into the future. The Bank is interested in responses from suppliers who can deliver a Contact Management Service (Resourcing and Service Model). The Bank are considering utilising an in house Contact Management System (Service Now) to record and manage all data. Suppliers must have the capability to generate MI in an efficient, effective and evidentially compliant manner. A supplier must be able to demonstrate ongoing maintenance of services, quality, training and support capabilities. To support the objectives of the Central Bank of Ireland, the Regulatory Transactions Division (RTD) oversees the provision of a contact management service. The Bank delivers a multi-channel contact management service (phone, email, online) to support approximately 50 000 plus queries annually from regulatory and public contacts. The Bank is now considering which model (i.e. on premise, managed or hybrid) would best support its needs now and into the future. The Bank is interested in responses from suppliers who can deliver a Contact Management Service (Resourcing and Service Model). The Bank are considering utilising an in house Contact Management System (Service Now) to record and manage all data. Suppliers must have the capability to generate MI in an efficient, effective and evidentially compliant manner. A supplier must be able to demonstrate ongoing maintenance of services, quality, training and support capabilities.