SC230157 - Contact Centre Services

Description

Kent County Council are seeking a supplier to provide contact centre services to the residents of Kent to commence April 2026. We are seeking a supplier that will deliver a high quality, value for money and efficient service to the residents of Kent.
They key outcomes from this contract will be:
•	24 hours, 7 days a week service provision (essential provision only Out of Hours)
•	To be the key telephony service for KCC’s customer contacts.
•	First time resolution where possible.
•	Emergency calls to be answered as a priority
•	All contact types to have an answer rate mechanism and target (to be agreed)
•	Key Performance Indicators to be measured.
•	A high-quality service which will be measured against a quality framework and relevant targets.
•	Year on year reduction of non-emergency calls and emails
•	A contact centre that supports customers in the best interests of the public, harnessing technology to enable them to self-serve or reach
their outcome in the quickest possible way.
All Expressions of Interest must be registered via the Kent Business Portal https://www.kentbusinessportal.org.uk/  and all interested candidates must submit a Selection Questionnaire via the Kent Business Portal by noon 19th March 2024.