Telephone-answering services

Tender description

Orbit are seeking to appoint a supplier to provide the provision of an out of hours call centre service for its customers. Orbit may decide to hold a ‘supplier bootcamp’ at a time and date to be confirmed in which they will provide more information about this opportunity and allow potential tenders the opportunity to ask questions and provide feedback. This may be followed up with a brief questionnaire. If you would like to be included, please contact Jade Watts on the details within this PIN by no later than 15 September 2020. The aim of the outsource relationship has always been about the delivery of an emergency repair functionality over night and covering the weekends post 1 p.m. With a changing customer need we believe that this is an outdated approach and we are looking to support our customers in the times that work best for them to ensure that they can always access Orbit as a Business. With this in mind we are looking to expand the service that we offer to our customer out of hours to all service lines for all standard enquiry types and contact channels with the view that we can deliver a speedier service and reduce Customer contact by being there when our Customers needs us. The second part of this proposal will look at supporting the seasonal spike that we experience during the Winter months which has historically been supported by agency staff, this service has failed due to high turnover and unreliability of the staff. Therefore the plan is to outsource this winter spike to a trusted supplier to manage and support during this time. There has also been an acknowledgement that the relationship needs to change and we are looking to enter into a partnership with our contractor which will see them treated as an extension of our team with access and visibility of everything that they need to see to deliver excellent customer service to both orbit and our customers.