Telephone-answering services

An Post

Title attributed to the contract by the contracting entity: An Post Customer Care Service. Customer Care Services, First Line Support (Call, Chat & E-mail Support, Inbound & Outbound). Scalable service delivery tailored from launch to maturity for new mobile operator entrant. An Post, established in 1984, operates the National Postal Service, along with an array of money transmission, savings and retail services throughout Ireland, seek one or more suppliers for the provision of a customer care call centre for its MVNO (Mobile Virtual Network Operator) offering. An Post operate a network of more than 800 retail centres in Ireland, which will shortly provide access to a range of mobile prepay propositions. Its An Posts intention to provide a comprehensive customer care service with agents having access directly to our subscriber care systems. Previous experience in the provision of complex care solutions in the telecommunications industry would be an advantage. The call centre will operate An Posts helpline number providing various care and information about our services to the public. From launch the solution proposed must be scalable and cost effective in meeting our initial and ongoing requirement. The contract will be for a minimum of 2 years with an option to extend for a further one to two years. At the end of the first 2 year period An Post reserves the right to take the services in-house. The centre will run on 12/7 basis.

The time limit for receipt of tenders was 2009-04-16. The procurement was published on 2009-03-14.

• • An Post

• • System and support services › Helpdesk and support services
• • Customer services › Customer-care services
• • Office-support services › Telephone-answering services

• • Éire/Ireland › Ireland