C686- Customer Services Contact Centre, Billing and Debt Management Services

Tender description

The Applicant will provide business management and support services to NI Water as the client in the following areas: 1)Operational Services. a.Contact Handling Service - fully manned operational call centre. b.Business Policies and Procedures, Process and Workflow Management. c.CRM Services and Systems. d.Customer Analytics. e.Key Account Management. f.Customer Complaint Handling and Support. g.Case Management. h.Document Management. i.Business Support Services and Management Administration. j: Accommodation 2)Billing and Debt Management Services. a.Billing and Debt Management Team – fully manned. b.Billing Policies and Procedures, Process and Workflow Management. c.Billing System and Related Services. d.Operational Field Equipment - Meter Reading Systems and Hardware. e.Operational Field Team. f.Bill Print Generation, Production and Distribution Services. g.Payment Processing, Refunds, and Customer Statements. h.Disconnection and Reconnection Process Management. i.Management of Outside Collection Agencies and Litigation. j.Business Support Services and Management Administration. 3. Potential for all above for domestic billing