Call centre

Tender description

Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing an excellent service to customers that meets customers evolving needs and requirements, while taking into account the challenges faced with Ireland's dated water/wastewater system is a key priority for the company. Refer to PQQ document. Irish Water is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing an excellent service to customers that meets customers evolving needs and requirements, while taking into account the challenges faced with Ireland's dated water/wastewater system is a key priority for the company. Irish Water requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers, to include the following services: • service provision 365 days per year including service provision during red weather warnings for: — information and support provision relating to field operations and water supply queries; — out-of-hours emergency contact response provision; — major weather events contact response provision. • rapid response to deploy the optimum number of agents, at short notice (i.e. 1-2 hours) to handle crises related contacts (major outage/flooding/bad weather/pollution events, etc.); • new connections and licensing application management; • management of dedicated telephone line for elected representatives; • capability to provide services through the Irish language; • customer complaint and escalation management; • case management for resolution of requests, issues and problems; • information and support provision relating to billing and meter queries; • billing and payments exception management, e.g. pending bills, adjustments, suspense accounts; etc. • service performance reporting and data analytics across all services to include problem identification and service improvement insights; • identification and delivery of service improvements and support for channel migration; • customer account management; • payment processing; • debt management and collections. The service delivery model for the multi-channel contact centre service shall support differentiated services across customer segments and provide contact capability across multiple traditional and digital channels. Supporting back office and administration activity will also be required to enable full end-to-end service provision to customers e.g. payment processing and associated credit control/debt collections; fulfilment; complaint and escalation management.