Teleworking services

Bord Gais Eireann

Title attributed to the contract by the contracting entity: Telesales Services. Bord Gáis Energy Supply currently outsources its customer service operations. To support this overarching outsourcing strategy, Bord Gais now wishes to invite expressions of interest from candidates who wish to provide telesales services. It is currently anticipated that the contract will be for a 2 year period with an option to extend the contract by a further 2 years. The telesales activity will cover both inbound and outbound acquisition campaigns for energy products across a number of market sectors, to include SME, new housing and domestic. The telesales operations will be supported by both above and below the line advertising and marketing activity. The proposed split of activity between inbound and outbound has yet to be finalised, though it is likely to be somewhere in the region of 40 % (inbound) and 60 % (outbound). This may be subject to change as further analysis takes place. Bord Gáis Eireann is not committed to awarding an exclusive contract and may decide to spread the activity across more than one supplier at its discretion. Short-listed vendors will be notified later in the process as to the contracting authority’s decision of whether to proceed on the basis of an exclusive contract or with more than one supplier. Actual volume of activity has yet to be finalised. As a guide, potential suppliers should be capable of supplying in excess of 40 x manned workstations across the market mix. Candidates should note that the contracting authority reserves the right to alter the scope and volume of work and the descriptions above are intended to give a general indication only. It is intended by Bord Gáis Éireann that the “live call handling” aspect of the service provided will be delivered from within the island of Ireland. Bord Gáis Éireann’s commitment to delivering quality service to customers requires a flexible, dynamic, sales and customer focused partner(s), ensuring that as customer and market needs change, this commitment to quality service delivery continues.

The time limit for receipt of tenders was 2008-05-26. The procurement was published on 2008-04-19.

• • Bord Gais Eireann

• • Telecommunication services except telephone and data transmission services › Teleworking services

• • Éire/Ireland