This is a call to competition by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.
Deadline
The time limit for receipt of tenders was 2017-05-01.
The procurement was published on 2017-03-28.
Suppliers
The following suppliers are mentioned in award decisions or other procurement documents:
Object Scope of the procurement
Title:
“Customer Contact Call Handling Services and The Provision of Customer Agents.
6849”
Products/services: Call centre📦
Short description:
“Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.”
1️⃣
Additional products/services: Customer services📦
Additional products/services: Customer-care services📦
Place of performance: Éire/Ireland🏙️
Description of the procurement:
“Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.
The core...”
Description of the procurement
Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.
The core services required under this contract include:
Customer Information — Information calls account for c60 % of call received. The nature of these calls include; timetable information, journey planning, pricing information, lost property, disable assistance and other miscellaneous calls.
Book your ticket — Calls relate to the purchase of train journeys, seat reservation and amending/cancellation of same.
Group Tickets — Calls relate to the purchase of group or multiple seats bookings.
Customer Assistance and Feedback — Calls relate to assistance with bookings made online.
Customer Care — Calls relate to a fall down in services.
Revenue Protection — Calls relate to fines issued to those passengers caught travelling without a ticket.
The Customer agents will be based at Iarnród Éireann, Head Office, Connolly station and will be tasked with the following administration roles with the Customer Experience team:
— Customer email and phone call responses within designated SLA.
— Servicing walk in Customer contacts.
— General office duties.
— Liaising with other departments as required.
— Providing top class service to Customers.
Show more Award criteria
Quality criterion (name): Project implementation plan
Quality criterion (weighting): 30 %
Quality criterion (name): Contract and performance management
Quality criterion (weighting): 20 %
Cost criterion (name): Total cost
Cost criterion (weighting): 50 %
Procedure Type of procedure
Negotiated procedure with prior call for competition
Administrative information
Previous publication concerning this procedure: 2017/S 062-116879
Award of contract
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Contract Number: 1
Title: Customer Contact Call Handling Services
Date of conclusion of the contract: 2017-10-20 📅
Information about tenders
Number of tenders received: 4
Number of tenders received from SMEs: 4
Number of tenders received from tenderers from other EU Member States: 4
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 0
Name and address of the contractor
Name: Capita Customer Solutions Limited
National registration number: 377757
Postal address: West Cork Technology Park, Cork
Postal town: Clonakilty
Postal code: P85 YH98
Country: Ireland 🇮🇪
Phone: +353 238832800📞
E-mail: enquiries@capitalcustomersolutions.ie📧
Fax: +353 238832869 📠
Region: Éire/Ireland🏙️
URL: www.capitalcustomersolutions.ie🌏
The contractor is an SME ✅
Complementary information Review body
Name: The High Court
Postal address: Four Courts, Inns Quay
Postal town: Dublin
Postal code: 7
Country: Ireland 🇮🇪
Phone: +353 18886000📞
URL: http:///www.courts.ie 🌏
Source: OJS 2017/S 207-428964 (2017-10-25)