Customer-care services

Tender description

Service provider to provide all contact centre customer service and sales activities for residential and business customers. All contact centre activity related to customer service and home energy services including telephone, email, new media and administration/back office related activity for residential customers. Also includes sales of products and services to existing customers (sales through service), and retention activities. This contract (lot) may be awarded to more than 1 service provider. All contact centre inbound and outbound sales including home energy services related activity including telephone, email, new media and associated administration for residential customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity. This contract (lot) may be awarded to more than 1 service provider. All contact centre activity related to customer service and energy services including telephone, email, new media and administration/back office related activity for business customers. Also includes sales of products and services to existing customers (sales through service), and retention activities. This contract (lot) may be awarded to more than 1 service provider. All contact centre inbound and outbound sales including energy services related activity including telephone, email, new media and associated administration for Business customers. Also includes outbound cross-sell, upsell, winback, save and retention campaign activity. This contract (lot) may be awarded to more than 1 service provider. Electric Ireland’s NI business is currently being performed in-house. However, we reserve the right to offer the customer service and sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract or to run a separate tender process for this activity in the future. If we do decide to offer the customer service and sales provider services for NI to the successful bidders under this tender process during the lifetime of this contract it will be for: All contact centre activity related to customer service and sales including energy services including telephone, email, new media and administration/back office related activity for NI Residential and Business customers. This contract (lot) may be awarded to more than 1 service provider.