Mystery Shopper Services for the Floodline telephone information

Mystery Shopper Services for the Floodline telephone information and advice service

Mystery Shopper service to monitor the quality of the Environment Agency’s national Floodline telephone advice and information service.

Reference number: EA – 31134 – PH

Deadline date:21/06/2013

This deadline is for… Registering an interest in tendering

Contract value:£60,000 – £75,000

Location where the contract is to be carried out: United Kingdom

Is this suitable for smaller suppliers? Yes

Is this contract suitable for a voluntary, community and social enterprise organisations? Yes

Name of the buying organisation: Environment Agency

Description of the contract

Mystery Shopper service to monitor the quality of the Environment Agency’s national Floodline telephone advice and information service.

Documents

Classification of the contract

79310000 Market research services

79342000 Marketing services

Additional information

Contract type: Services – Unspecified

Is it a framework agreement? No

Is this contract related to a programme of funding? No

Contract will be awarded based on: Most economically advantageous tender in terms of: The criteria stated in the contract documents

Estimated length of contract: 36 Months

Who to contact

Contact name Marina Barlow

Organisation name Environment Agency

Address Horizon House, Deanery Road, Bristol, BS1 5AH

Telephone

Extension number:

Fax

Email marina.barlow@environment-agency.gov.uk

Web address www.environment-agency.gov.uk

How to apply

The Environment Agency’s Floodline number 0845 9881188, provides a national telephone advice and information service for the public to ring on any flooding or related enquiries. The Floodline Live Agents are required to answer calls using computerised scripts and call flows. In order to measure and maintain the quality of service being provided by the Floodline Agents, we require a monthly mystery shopping programme to be completed. The programme consists of 100 calls a month, ideally all calls should be remote monitored but depending on call volumes approximately 25% of these calls could be staged using knowledge base Q&As. In order to provide this service effectively, Mystery Shopper Agents will need to quickly assimilate a wide range of call scenarios. Collation of answers will be required once a month in a percentage pass/fail rate. These reports will be required for overall scores and also on an individual agent basis. Scoring and general comments will also be required for each call marked. Highlights and key recommendations will also be required to accompany the monthly results. Discussion may be needed to address any queries with marking, and there may also be a need to amend and update call scripts or marking schemes. Call calibration sessions with Floodline, the Environment Agency and the mystery shopper supplier may also be scheduled to ensure a consistent approach. Potential tenderers are required to register their interest by e-mail to marina.barlow@environment-agency.gov.uk by 5pm on 21st June 2013 to receive the detailed tender documents. Right to Cancel: The Environment Agency reserves the right to discontinue the procurement process at any time, which shall include the right not to award any contract, and does not bind itself to accept the lowest tender, or any tender received, and reserves the right to award the framework or contract in part, or to call for new tenders should it consider this necessary. The Environment Agency shall not be liable for any costs or expenses incurred by any candidate or tenderer in connection with the completion and return of the information requested in this Contract Notice, or in the completion or submission of any tender.