Tender Details

Country: UAE
Summary: Bilingual Customer Experience and Service Agents (HCT Customer Contact Centre)
AET Ref No: 53792818
Deadline: 09 Jun 2021
Financier: Self Financed
Purchaser Ownership: Government
Tender Value: Refer Document
Notice Type: Tender
Document Ref. No.: O026-2021
Purchaser's Detail:
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Description:
Tenders are invited for Bilingual Customer Experience and Service Agents (HCT Customer Contact Centre) Scope of Services The Hct is Seeking Qualified and Experienced Organizations to Provide for the Set‐up, Implementation and Operation of an Effective Outsourced Customer Contact Center to Support The Functional Areas Identified in this Request for Proposal, with the following Key Items Attended to: 2.1a.1) the Vendor is to Provide a Bilingual (Arabic & English) Operating Call (Contact) Center Plus Email and E‐Chat Support along with Training of Hct-S Inhouse Happiness Officers (as Requested) along with (10) Outsourced Call Center Agents from Sunday to Thursday 7:30 am to 4 Pm, Who will Respond to All Inquiries via Telephone, Email and Chat. 2.1a.2) Provide 10 Full‐Time Dedicated Agents, Well Trained with the Etiquettes of Customer Service and Escalation Management. 2.1a.3) Establish a Quality Control and Monitoring System Integrated with Hct for Live Monitoring. Provide Dedicated Personnel for Quality Control and Reporting. 2.1a.4) Prepare an Complete and Comprehensive Action Plan for the Implementation of the Contact Center System, within an Agreed Timeline and a Service Level Agreement (Sla) And Training Manual and Implementation Plan 2.1a.5) the Outsourced Call Center to be Located Geographically within United Arab Emirates. (No Offshore Solutions) 2.1a.6) Create a Mechanism and Procedures for Escalation Hierarchy at the Various Reporting Levels within the Contact Centers, so as to Ensure Prompt and Effective Issue Resolution At All Tiers and Levels 2.1a.7 Provide Adequate and Industry Acceptable Training for All Nominated Hct Happiness Officers Who will be Responsible for Handling All Hct Internal Calls and Also Competent to Manage the Call Centers in the Future
Documents:

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Bilingual Customer Experience and Service Agents (HCT Customer Contact Centre) - UAE Tender

The HIGHER COLLEGES OF TECHNOLOGY, a Government sector organization in UAE, has announced a new tender for Bilingual Customer Experience and Service Agents (HCT Customer Contact Centre). This tender is published on UAETenders under AET Ref No: 53792818 and is categorized as a Tender. Interested and eligible suppliers are invited to participate by reviewing the tender documents and submitting their bids before the deadline on 2021-06-09.

The estimated tender value is Refer Document, and full details, including technical specifications and submission requirements, are provided in the official tender documents. Ensure all submissions meet the criteria outlined to be considered for evaluation.