Contact Centre Services for TfW

Tender description

TfW require the provision of Contact Centre services. This must be a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing and new projects across Wales. Lot 1: TfW requires the provision of Contact Centre services. This includes a fully bi-lingual (English and Welsh) service, which operates extended working hours to include weekends and evenings, in order to handle telephone bookings and queries for existing bus and new projects across Wales. The contract term will be for 18 months with the option to extend for 12 months at 6 month intervals. The current bus projects are operated under our “fflecsi” brand and are Demand Responsive Transport (DRT) and Integrated Responsive Transport – Customer Enquiries & Bookings. The service provision must align to TfW’s Customer Contact Strategy and Customer Experience Objectives: * Engaging people to deliver the highest possible standards of customer service * Delivering a high quality and reliable service * Continuously developing the customer proposition * Enable smooth and seamless journeys across Wales * Deliver high quality customer engagement, insights and communication