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C2431 NCC After Hours Call Centre Support
This tender is using the new split file responses feature on GETS. The agency has indicated that they would like to receive responses separated by price and non price components. Please keep this in mind when preparing your response for submission via GETS.
Details
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Tender Closed
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| RFx ID : | 30129336 |
| Tender Name : | C2431 NCC After Hours Call Centre Support |
| Reference # : | C2431 |
| Open Date : | Wednesday, 4 September 2024 5:00 PM (Pacific/Auckland UTC+12:00) |
| Close Date : | Thursday, 10 October 2024 3:00 PM (Pacific/Auckland UTC+13:00) |
| Department/Business Unit : | City Services |
| Tender Type : | Request for Proposals (RFP) |
| Tender Coverage : | Sole Agency [?] |
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| Exemption Reason : | None |
| Required Pre-qualifications : | None |
| Contact : |
Iain McCallum iain.mccallum@napier.govt.nz 0272442803 |
| Alternate Physical Delivery Address : | 68 Breadalbane Avenue |
| Alternate Physical Fax Number : | |
Overview
Napier City Council (NCC) requires a remote after hours call centre (Call Centre) to handle enquiries coming via phone, social media, and SCADA outside of operational hours. This will allow NCC to have 24-hour, 7 day per week coverage for our customers.
The Call Centre will support NCC’s Customer Care Team by providing excellent out of hours customer services, directing our customers to other agencies or internal experts where urgent, as well as reporting back within business hours to our day-to-day services for follow up.
We require an existing Call Centre that also has the ability to keep statistics on our calls and reporting back on volumes, wait times, abandoned calls, and categories to meet our Key Performance Indicators (KPI).
