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Call Centre Services - IPD-19-7962

RFT ID IPD-19-7962
RFT Type Open Tenders
Published 21-May-2019
Closes 18-Jun-2019 2:00pm
Category (based on UNSPSC)
83111507 - Call centre bureau services
Agency Transport for NSW - Transport Projects


Contact Person
Hugo Ortiz
Phone: 9422 7064
IPD.Procurement@transport.nsw.gov.au

Tender Details

Transport for NSW (TfNSW) is seeking Tenders from experienced and suitably qualified Call Centre organisations to undertake the following:

-       Filter calls by a number of categories including nature of the call (enquiry or complaint), the project/program relevant to the call, caller details and specific details about the enquiry or complaint.

-       Immediately record the details of the call via internal database. Upon entering this data, information would be automatically dispatched to a number of designated email address/s and text messages sent to nominated contact numbers.

-       Provide regular, comprehensive reports of calls received as well as information about how each phone call was referred and when.

To establish this arrangement, the successful tenderer would deliver the following:

 -       Up to three separate call queues and three dedicated numbers to link to Transport Project’s existing Project Infoline, the Construction Response line and potentially a new free call 1800 number.

 -       call centre staff to support the 1800 numbers 24 hours a day, 7 days a week, 365 days per annum.

 -       Training of call centre staff on how to answer, log and direct all the call types.

 

Location

NSW Regions: Far North Coast, Mid North Coast, New England, Central Coast, Hunter, Cumberland/Prospect, Nepean, Northern Sydney, Inner West, South East Sydney, South West Sydney, Central West, Orana/Far West, Riverina/Murray, Illawarra, Southern Highlands
States and Territories: ACT, NT, QLD, SA, TAS, VIC, WA

RFT Type

Open Tenders - An invitation to tender by public advertisement with no restriction placed on who may tender. Tenderers will normally be required to demonstrate in their tender that they have the necessary skills, resources, experience, financial capacity, and in some cases licences, accreditations, etc., to fulfil the tender requirements.

Multi Agency Access

No

Participation Instructions

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Amendments

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  1. 5-Jun-2019 3:37pm

    TFNSW would like to advise you that Addendum 1 has been published.

  2. 6-Jun-2019 12:18pm

    TfNSW would like to advise you that Addendum 2 has been published.