SWR Customer Interaction Management Solution (CIM)
The procurement contact named on the official notice.
FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders.
SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media.
Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke.
The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint.
These contacts can be across any number of channels.
All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.
What the supplier must deliver
FirstGroup Holdings Ltd. (Known as FGH) on
FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders.
The team support customers who have general
The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint.
All customer interactions must be completed within
All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.
Derived from the notice text — always confirm against the original documents.
Make the case to bid
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- OCID
- ocds-h6vhtk-03a41a
- Stage
- tender · Open
- Source
- Find a Tender
- Buyer ref
- 005570-2023
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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