Call centre

Tender description

Futures Housing Group is looking to appoint a provider to manage our out of hours call handling and telecare response call monitoring service for a period of 3 years with the option to extend for a further 2 years. This Tender has two lots to consider as described below: Lot 1: Work Stream OOH and Call Monitoring Service, Lot 2: Work Stream Warden Call Monitoring Service. — cover all our out of hours telephone calls and to help our tenants make safe; — available 24 hours a day, 365 days a year; — must be TSA accredited platinum standard or equivalent; — must have a robust disaster recovery process; — carry out diagnostics and soft fixes; — achieve 85 % service level (calls answered in under 60 seconds); — archive under 5 % abandonment rate; — daily incident log provided by 9 a.m. each working day; — manage serious incidents in line with agreed FHG procedures; — provide a local call rate number to ensure affordability for customers. (premium rate numbers are unacceptable) — must be accredited under the TSA quality standards framework (or equivalent); — compatibility of monitoring centre to receive digital calls; — must support GPS tracking and other tracking devices; — support remote programming of devices if required; — must have a robust disaster recovery process; — ensure customer personal information is updated as requested by customers or FHG, this may also include updating device ID’s; — set up and monitor temporary solutions in the event of hardwired/integrated device faults; — provide daily fault reports where external contractors have been requested to attend both during office hours and out of hours.