Customer services

Commission for Communications Regulation (ComReg)

IRL - Dublin contact management services with back office support. The Commission for Communications Regulation IComReg) is seeking contact management services from interested parties for the handling of contacts from consumers. The contract (commencing on 30.5.2011 for a period of 3 years (subject to annual satisfactory performance and review) for the provision of contact management services and related back office support. The service involves handling all ComReg consumer contacts including: — Handling of telephone calls, e-mails, web chats from consumers and logging details in the inhouse ComReg CRM system, — Providing updates to consumers, where appropriate, by outbound calls, e-mails and text, — Administration services to include managing the escalation of issues to/from service providers by e-mail, logging and keeping the ComReg CRM system up to date, — Management information including weekly, monthly and ad hoc reports, ability to survey consumers following their contact with the call centre and provide feedback to ComReg. Interested parties are invited to request to participate up to 20.12.2010. A pre-qualification questionnaire will be available from 7.12.2010. All applicants are invited to respond to the PQQ by 12.1.2011. Parties will be selected to tender on the basis of the completed questionnaire. To register your interest in this notice and obtain any additional information please visit the eTenders web site at http://www.etenders.gov.ie/Search/Search_Switch.aspx?ID=173832.

The time limit for receipt of tenders was 2011-01-12. The procurement was published on 2010-12-10.

• • Commission for Communications Regulation (ComReg)

• • Market research services › Survey services
• • Marketing services › Customer services
• • Telephone-answering services › Call centre

• • Éire/Ireland