SCDC currently utilises the services of a third party to provide call services. After reviewing these arrangements SCDC has decided to bring the contact services back in house and manage those services directly. SCDC expects the call service provider to take approximately 165,000 calls a year at an average call duration of 2 ½ minutes per call + back office duration.
AS SCDC is bringing the service back in-house, SCDC requires software to manage calls and electronic messages. Therefore SCDC is looking for a suitably qualified and experienced Service Provider to provide a fully hosted and supported Automatic Call Distribution Services (ACD), Automated Electronic Contact Distribution (AECD) and light touch customer relationship management system software (CRM), with iframe ability and a web based reporting tool within the application. Theses individual systems shall work together as a cohesive system.
The closing date for completed tender returns is no later than the 27/01/2012 by 1pm.
For more information and a copy of the contract documents please contact:
Name: Sean Missin
Tel: 01954 713378http://www.sourcederbyshire.co.uk/contracts/show/id/6319