The contact center of the Netherlands Worldwide (NWW) wants to outsource part of the first-line processing of customer contacts to an external contact center as a structural solution for peak shelter in the event of emergencies, for overflow due to seasonal fluctuations, and to part of the 'regular' volume handle. The Assignment for which a Service Provision Agreement will be concluded concerns the first line answering and/or routing of customer contacts in Dutch C1 and English B2, via at least the channels call, mail and WhatsApp/Facebook.
NWW will outsource at least 30% of the incoming volume to the Contractor for the following services:
- Travel advice
- Assistance in the event of crisis or calamities:
- Short stay visa
- Legalization of documents
- Requests for travel documents
The contact center of the Netherlands Worldwide (NWW) wants to outsource part of the first-line processing of customer contacts to an external contact center as a structural solution for peak shelter in the event of emergencies, for overflow due to seasonal fluctuations, and to part of the 'regular' volume handle. The Assignment for which a Service Provision Agreement will be concluded concerns the first line answering and/or routing of customer contacts in Dutch C1 and English B2, via at least the channels call, mail and WhatsApp/Facebook.
NWW will outsource at least 30% of the incoming volume to the Contractor for the following services:
- Travel advice
- Assistance in the event of crisis or calamities:
- Short stay visa
- Legalization of documents
- Requests for travel documents