RFP Notification Services

RFP ID: CC-0110
We are based in New Zealand and we are inviting tenders from experienced service provider (FROM NEW ZEALAND ONLY), for Call Center Service. Initially the contract will be of 2 years with three (3) one-year renewal options.
[A] Notice Type: RFP (Request for Proposal)
[B] Budget: Looking for Proposals
[C] Scope of Service:
(1) Service Provider will be responsible for providing the biz 0800 service to respond to enquiries from around New Zealand. Service Provider will need to:
(a) provide and manage a professional and personalized service that as a minimum is to be available from Monday to Friday during normal business hours (except public holidays);
(b) engage capable and experienced staff knowledgeable about the issues facing business clients and sources of assistance including those available at a local level;
(c) have a process for capturing after hours calls;
(d) have the resources to handle multiple calls;
(e) provide a follow-up service to establish additional client needs and satisfaction;
(f) have the capability for receiving and answering enquiries by email;
(g) have the capability to search out new sources of business information and keep abreast of the assistance available to businesses offered locally and nationally;
(h) liaise with other government and non-government organizations providing services to businesses. In particular the service provider will be expected to work closely with the Regional Partner Network and www.business.govt.nz (MED).
(i) source and maintain a stock of relevant resource material;
(j) post out resource material to clients as required;
(k) undertake client satisfaction surveys;
(l) 3 months after a Delivery Agreement is signed, develop an operational plan (incorporating customer service standards) setting out the details of how the service will be delivered.
(m) liaise with and provide reports to us as mutually agreed.
(2) It should be noted that this service is not intended to be a source of professional advice and clients requiring such assistance should be provided with referral options for seeking out suitably qualified and experienced financial and legal advisors or other professional business services able to meet their needs.
(3) Service Provider will need to have a process for capturing key information about clients and their enquiries and be able to store this in a system from which reports can be generated. Information to be captured will include: Client name, Contact details (phone/emails), address (for posting resource material), Gender and ethnicity, Business profile, Business Structure (Not yet trading, sole trader, registered company, partnership etc), Yrs. trading, no. of employees, etc
(4) VOLUME: Typically caller enquires made by phone range between 800-1500 per month (average of 1300 per month). The majority of caller enquires are between 1min and 10min in length. Enquires made by email are typically around 350 per month.
(5) Reporting: Service Provider will be required to report monthly and annually in an agreed format.
[D] Work Performance:
Performance of the work will be offsite; Contractor needs to carry work on their office premises.
[E] Eligibility:
Onshore (New Zealand Only)
[F] Deadline to Submit Proposals: July 30, 2010
Cost to Apply: $18.99