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.