GB-Newcastle upon Tyne: T21/0024 Contact Centre

NOTE: This notice was updated on 06 January 2022 for the following reason: This is a correction of the closure date.(The University is looking to implement a Contact Centre as a Service (CCaaS) to enable improved multi-channel inbound and outbound contact between the University (including our partner organisation staff) and its external customers within the UK and internationally.

The aim of the CCaaS is to enhance our customer service model by improving the customer experience through more relevant, efficient and joined up, inbound and outbound communication. This practice this needs to cover at a minimum: •Having systems and data available that enable us to anticipate customer requirements, needs and levels of demand via a reporting dashboard.

•Making it easier for new and existing customers to be able to find what they need via self-service options.

•Making it easier for new and existing customers to get in touch with us, through multiple channels.

•Enabling us to efficiently route new and existing customers to the people/resources/support they need or want.

•Enabling us to respond to new and existing customers in a quickly and efficiently, enhancing their experience throughout the process.)

Additional information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.