Call centre

Tender description

The contracting entity procured a framework agreement contract for the delivery of contact centre services. The framework is a sole supplier framework. It is proposed that the contract will include the following, and any associated and related services: customer service: • metering; • billing; • payments; • industry; • Priority Services Register (PSR). Sales: • new customers; • renewals; • save, retention and win-back. It is currently envisaged that the service will be for residential customers. All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters. The contracting entity procured a framework agreement contract for the delivery of contact centre services. The framework is a sole supplier framework. It is proposed that the contract will include the following, and any associated and related services: Customer service: • metering; • billing; • payments; • industry; • Priority Services Register (PSR). Sales: • new customers; • renewals; • save, retention and win-back. It is currently envisaged that the service will be for residential customers. All activity will initiate as inbound, although outbound calling may be needed to subsequently resolve certain matters.