CONTRACT NOTICE – NATIONAL
|
SERVICES |
1 Authority Details
|
1.1
|
Authority Name and Address
|
|
Newport City Homes |
Nexus House, Mission Court, Lower Dock Street, |
Newport |
NP20 2DW |
UK |
Sarah Kelly |
+44 1633381111 |
|
|
www.newportcityhomes.com NCH Out of Hours Contact Centre Operations https://www.delta-esourcing.com/tenders/UK-title/7ZF38UQTZ7 |
|
1.2
|
Address from which documentation may be obtained
Newport City Homes |
Nexus House, Mission Court, Lower Dock Street, |
Newport |
NP20 2DW |
UK |
Sarah Kelly |
+44 1633381111 |
procurement@newportcityhomes.com |
|
www.newportcityhomes.com |
|
1.3
|
Completed documents must be returned to:
Newport City Homes |
Procurement, Nexus House, Mission Court, Lower Dock Street, |
Newport |
NP20 2DW |
UK |
Sarah Kelly |
+44 1633381111 |
|
|
www.newportcityhomes.com |
|
2 Contract Details
|
2.1
|
Title
NCH Out of Hours Contact Centre Operations
|
2.2
|
Description of the goods or services required
NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities:
a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about services
b.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages)
c.Respond to customers professionally in line with the association’s Customer Service Standards, using their preferred choice of communication channel.
d.Support customers with any technical difficulties in accessing services on Mobile App & Website
e. Transfer calls to repair and operational teams where specialist advice or support is required.
NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=127682.
|
2.3
|
Notice Coding and Classification
|
|
|
|
|
79000000 |
|
Business services: law, marketing, consulting, recruitment, printing and security |
|
79500000 |
|
Office-support services |
|
79510000 |
|
Telephone-answering services |
|
79511000 |
|
Telephone operator services |
|
79512000 |
|
Call centre |
|
79900000 |
|
Miscellaneous business and business-related services |
|
|
|
|
|
1021 |
|
Monmouthshire and Newport |
|
2.4
|
Total quantity or scope of tender
2 years +1+1
|
3 Conditions for Participation
|
3.1
|
Minimum standards and qualification required
The bidder must have a proven track record of offering similar services to other organisations.
The bidder must be able to provide both operations and technology services
The bidder should demonstrate a viable and well-established company structure, aiming at ensuring a continuity of delivery
|
4 Administrative Information
|
4.1
|
Type of Procedure
Single stage
|
4.2
|
Reference number attributed to the notice by the contracting authority
NCH/HOME/2232
|
4.3
|
Time LimitsTime-limit for receipt of completed tenders
24-01-2023
Time 12:00
Estimated award date 27-02-2023 |
4.5
|
Language or languages in which tenders or requests to participate can be drawn upEN
|
4.6
|
Tender Submission Postbox
|
5 Other Information
|
5.1
|
Additional Information
(WA Ref:127682)
|
5.2
|
Additional Documentation
|
5.3
|
Publication date of this notice 21-12-2022 |