20/095 - Step 1 - Single Party Framework for the Supply of Contact Centre Services to Gas Networks Ireland

Tender description

Gas Networks Ireland is committed to meeting customer expectations with the objective of establishing trust and reputation for excellent customer service. Providing a quality and flexible service to customers, one that helps to strengthen the company’s core values and sustainability ethos is paramount for Gas Networks Ireland. Gas Networks Ireland requires the provision of a multi-channel contact centre and associated administration services for business and domestic customers, to include the following services as a minimum: • Emergency response • Contact response related to: o New and existing connections o Meter reads and queries o Gas availability o New and existing connections queries o Site works and lay service appointment queries o Safety advice o Supply interruption queries o Gas availability • Proactive and reactive contact related to planned maintenance programmes. • Capability to provide services through the Irish language. • Customer complaint and escalation management. • Service performance reporting and data analytics across all services to include problem identification and service improvement insights. • Payment processing. • Revenue assurance • Fulfilment The service delivery model for the multi-channel contact centre service shall support differentiated services across business and domestic customer segments and provide contact capability across traditional and digital channels.