Poland - Customer service centre

Description

The subject of the contract is the provision of services consisting in operating the Telephone Call Centre (TCZ) Energa-operator SA in the following areas: 1.1. telephone emergency number 991 and related electronic channels in the scope of emergency calls handled 24 hours a day (24/7/365). Based on historical data for 2018, the average monthly total volume of notifications in this respect - 55,000. The service will consist, depending on the notification channel, in the following: 1.1.1. telephone - acceptance and registration of the notification in the IT System and oral response during the conversation and notification of the status of the accepted notification with the use of the IT System. Electronic - handling of incoming notifications in the IT System and providing answers and notifications on the status of accepted notifications in the IT System. Additional manual registration of the accepted declaration and verification of the status of implementation in a separate IT system.1.2. the telephone helpline number 801-404-404-404 and related electronic channels for distribution calls (other than emergency calls) on business days from 08:00-20:00. Expected - based on historical data for 2018 - average monthly total volume of calls in this respect - 20 000. 1.2.1. by telephone - acceptance and registration of the notification in the IT System and providing an oral response during the conversation on the basis of information available in the IT Systems. Electronic submission of the accepted notification in the IT System.1.2.2. electronic - handling of incoming notifications in the IT System and providing answers and notifications on the status of the accepted notification in the IT System. Additional manual registration of the received notification and verification of the status of performance in a separate IT System.2. The provision of the above services should be carried out ensuring their optimal technical level and the required, defined level of quality and application of best practices of entities professionally handling call centres, including the possession of internal regulations and technical and organizational solutions to ensure continuity of services provided by the Contractor, as well as compliance with the procedures of the Customer service.3. Due to the nature of the service provided, it is required that the Contractor has two - mutually, fully reserving themselves in terms of technical and human resources - locations, which are fully reserving each other's technical and human resources - localization. Each location should ensure that the service can be fully taken over.

Opportunity closing date

21 March 2019

Value of contract

to be confirmed