Services Agreement related to the Provision of an Out of Hours Contact Centre and RPaaS

Award

Buyers

Value

£354,000

Suppliers

Classifications

  • Office-support services

Tags

  • award

Submission Deadline

1 year ago

Published

10 months ago

Description

To provide Out of Hours (OOH) call handling service from our OOH hub in Rochdale

Proposal includes the following services;
•	Fully managed OOH service covering the existing opening hours of 4.30pm-
•	9am Monday to Thursday, 4.30pm Friday to 9am Monday on weekends and
•	all Bank Holidays 24hr
•	All systems and licenses relevant to the delivery of the service
•	Automated Management information
•	Monthly service review meetings
•	KPIs as per the current contract

Resource and Planning 
•	Forecasting and Planning
•	Long term capacity Planning
•	Short term Planning
•	Performance Analysis
•	Scheduling
•	Holiday Management
•	WFM Administration
•	Intraday Performance Management
•	Reporting

Documents

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  • Contract Agreement

    The official contract terms, conditions, and scopes of work.

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  • Award Notice

    Details on the tender award and selected suppliers.

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Organisation

Rochdale Metropolitan Borough Council

Regional or local authority

Philip Stephens

[email protected]

+44 1619121616

Timeline complete

Publish
Bid
Evaluate
Award
Complete