RFP Notification Services

We are based in Australia and we are inviting tenders from qualified and experienced service provider for Call Centre Services. A key part of the operation of these services is to provide required information to those who seek assistance/information. We are looking for a Service Provider who will be the front line provider of information regarding key services provided by us. Enquiries will be from the general public across state, interstate and overseas and will cover a range of issues in two distinct phases.
Scope of Services: Service Provider will be required to:
1) recruit appropriate staff;
2) develop an appropriate plan for staffing resources based on previous statistics, hours of operation and timetable;
3) manage appropriate staffing levels to maintain required levels of service;
4) ensure staff recruited meet our requirements;
5) train the staff in telephone operating techniques and campaign information;
6) supervise staff;
7) establish the IT and administrative infrastructure;
8) implement technology-based information systems to facilitate call responses;
9) produce daily reports on the service provided by Service Provider, covering KPIs and call categories;
10) establish the telecommunication facility to re-direct calls to us, and to telephone interpreters at the Interpreting and Translating Services;
11) an IVR system for pre-recorded messages (that will change by campaign phase)
12) provide options message deposit system and on-hold message service;
13) answer email queries;
14) provide fulfillment services e.g. forms, information brochures;
15) capture information accurately e.g. satisfaction with service, application requests, etc
16) services must be provided on 24 X 7 basis
17) provision of up to a maximum of 95 workstations with computer access to our question and answer systems and access to web-based databases for campaign related queries. Within this allocation, a workstation with telephone, and a PC with internet access will be required for four of our supervisors. These workstations should be located around the call centre area to allow for easy access.
We are looking for Best Proposals. All the questions can be submitted via email on or before January 22, 2010. Interested Service Providers can submit their responses either by post or electronically, on or before January 28, 2010 by 14:00 Hrs (local time) on given address. This Tender is Global and Offsite. Provider may have to visit our premises for meetings and other special purposes.

RFP/Solicitation Details

Sue Lang   
sue.lang@vec.vic.gov.au   
61-3-9299-0730   
Victorian Electoral Commission (VEC)
Level 8, 505 Little Collins Street   
Melbourne   
Victoria   
3000   
http://www.vec.vic.gov.au

Estimated Budget :     450000 GBP
Total Requirement :     Contract of 5 Years
Description :
We are based in UK and we are inviting tenders from qualified and experienced service provider for Provision of an Out of Hours Call Handling Service. These services include managing Out of Hours calls which we receive from the time the office closes on a working day until the next opening time (including those received on weekends and bank holidays). These services will be required for a period of up to five (5) years, subject to Service Provider’s performance. Our Estimated budget for this work over a period of 5 years is 450000 GBP.
Scope of Services: Following calls are to be managed/answered on our behalf:
1) Antisocial Behavior calls which need to be managed on our behalf involving liaising (coordinating) with emergency services, if required;
2) Emergency repairs calls, which may require the mobilization of maintenance engineers;
3) Emergency Alarm calls which may necessitate contacting emergency services or repairs and maintenance specialists;
4) Care System calls which might necessitate contacting health agencies, next of kin, etc.
We are looking for Best Proposals. We are looking to select service provider through competitive process; therefore, Pre-Qualification Questionnaire (PQQ) document is to be requested on or before January 12, 2010 by 12:00 Hrs (UK Timings). Interested Service Providers need to complete their PQQ and submit it back to us on or before January 15, 2009 by 12:00 Hrs (UK Timings). This tender is Global and Offsite. Provider may have to visit our premises for meetings and other special purposes.

FRP/Solicitation Details
buy4wales@rcthomes.co.uk    
Mr Alan Williams            
Ty Pennant, Mill Street,    
Pontypridd        
CF37 2SW    
http://www.rcthomes-jobs.co.uk

We are based in Canada and we are inviting qualified and experienced service provider (From Ontario Only) to submit proposals for the provision of Call Centre Services for a period of one (1) year with the option to renew on an annual basis up to a maximum of four (4) years. These services include response to customer inquiries by phone, mail and email along with some outbound contact requirements.
Deliverables: The Service Provider is required to provide customer-focused call centre services which include but are not limited to the following:
1) Call Centre support for:
a) General inquiries received via the channels of telephone, mail or email
b) Program fulfillment requests such as bookings, rebate investigation and follow up received by telephone, mail or email
c) Referrals to local companies for programs that are locally focused
d) Technical and non-standard inquiries, received by phone, mail or email
2) Call centre escalation and referral process specific to the requirements of the our programs;
3) Outbound calling capabilities, customer follow up; and inbound call centre support for local companies who wish to place orders for program collateral materials. The call centre will be able to handle the calls, provide logistics such as: warehousing (or storage) facilities to store collateral; fulfillment services to ship collateral and track its return where applicable.
4) Work with our senior call centre & marketing specialist to:
a) Facilitate customer servicing that focuses on exceptional customer care with an emphasis on responding to inquiries, resolving issues and fulfilling customer requests at the first point of contact;
b) Integrate new programs into the call centre through targeted training;
c) Raise public awareness of our programs through ‘cross education’ of related programs; and
d) Analyze call volumes on a daily and weekly basis to ensure representatives’ schedules are aligned to meet program demand.
5) Provide a dedicated team to support our requirements for call centre servicing and:
a) Be able to handle multiple programs at the same time and operate in a highly matrix environment;
b) Have staff that understand and quickly adapt to new programs. All programs have detailed training components and some are technical in nature; and
c) Provide any value-added services included but not limited to; call centre servicing, warehousing and fulfillment of local companies’ collateral within their communities and any other services that may be deemed valuable to us.
4) Service Provider must have their full call centre operations located in the province of Ontario and offer servicing in both English and French.
Interested Service Providers can submit their responses on or before January 22, 2010 by 16:00 Hrs (local time) on given address. This Tender is Onshore and Offsite.

RFP/Solicitation Details:

OPA Procurement Services   
Ontario Power Authority (OPA)   
120 Adelaide Street West, Suite 1600   
Toronto   
Ontario   
M5H 1T1   
Canada
http://www.powerauthority.on.ca   
1-416-969-6311   
opa.procurement@powerauthority.on.ca   

RFP ID - CC-0007
We are based in USA and we are requesting quotes from qualified and experienced service provider for Answering Services. These answering services are required by 2 of our divisions who work to provide assistance to elderly and dependent adults who are functionally impaired, unable to meet their own needs, or who are victims of abuse, neglect or exploitation; and to protect children from abuse, neglect, and exploitation. The period of performance shall be for three (3) years, renewable in one (1) year increment, with no obligation by us to purchase any specified amount of service(s).
Scope of Services:
1) Service Provider will answer all calls made by caller(s) to the 1-800 no. (Provided by us) after 5:30 p.m. (local time), Monday through Thursday, and 24/7 Friday through Sunday and all our observed holidays.
2) Service Provider to get the caller’s name, phone number and will transfer all calls, while caller is on the line, immediately to the on-call Social Worker. We will provide Service Provider with an updated list of on-call Social Workers’ names and phone numbers, either by fax or email.
3) Service Provider will keep a log of all calls (in calls/out calls) containing the caller(s) name, telephone number, date and time of call, and the time Service Provider contacted the on-call Social Worker.
4) Service Provider will fax or email log(s) to Central Intake Center on a daily basis.
5) Service Provider will not deviate from the answer phrase or “script” provided by Central Intake Center, upon award and updated by us as required.
6) Service Provider shall have a backup site to forward all caller calls in case of a disaster. Service Provider’s proposal shall explain how Service Provider will provide a backup site.
7) Service Provider will maintain strict confidentiality of all calls made by callers to Central Intake Center.
We are looking for Best Proposals. All the questions can be submitted via email on or before December 17, 2009 by 15:00 Hrs (local time). Interested Service Providers can submit their responses on or before January 7, 2010 by 13:30 Hrs (local time) on given address. This Tender is Onshore and Offsite. To have an idea of volume of calls, please look for attachment.

Contact Details

Company Name : The County of Riverside, Department of Public Social Services (DPSS)     
Designation : Procurement Contract Specialist
Address : Purchasing & Fleet Services, 2980 Washington Street,    
City : Riverside
State : California    
Country : United States
ZipCode : 92504-4647    
Phone : +1-951-358-3957
Fax : +1-951-358-3900