Nombre: 3284130
Country: Ireland
Source: TED
Customer Contact Call Handling Services and The Provision of Customer Agents.
Award of contract by Iarnród Éireann for the procurement of Customer Contact Call Handling Services and for the provision of Customer agents * 4.
The core services required under this contract include:
Customer Information — Information calls account for c60 % of call received. The nature of these calls include; timetable information, journey planning, pricing information, lost property, disable assistance and other miscellaneous calls.
Book your ticket — Calls relate to the purchase of train journeys, seat reservation and amending/cancellation of same.
Group Tickets — Calls relate to the purchase of group or multiple seats bookings.
Customer Assistance and Feedback — Calls relate to assistance with bookings made online.
Customer Care — Calls relate to a fall down in services.
Revenue Protection — Calls relate to fines issued to those passengers caught travelling without a ticket.
The Customer agents will be based at Iarnród Éireann, Head Office, Connolly station and will be tasked with the following administration roles with the Customer Experience team:
— Customer email and phone call responses within designated SLA.
— Servicing walk in Customer contacts.
— General office duties.
— Liaising with other departments as required.
— Providing top class service to Customers.
Customer Contact Call Handling Services