The requirement is for the provision of Contact Centre Services to support TfW

TfW requires an outsourced Contact Centre provision to handle customer queries as an overflow for a number of multi-modal projects across Wales.

In the first instance, customer queries will be received via telephone, but the Tenderer should be capable of delivering a social media, email and webchat provision in the event TfW broadens project scope to include such methods of contact.

Due to the overflow nature of this provision, TfW is unable to provide detailed estimates of volumes.

The service provision must align to TfW’s Customer Contact Strategy, which can be found in the tender documentation.

The TfW Customer Vision is “Engaging people to create continuously improving experiences that place the customer at its heart”. Our Customer Experience Objectives are:

- Engaging people to deliver the highest possible standards of customer service

- Delivering a high quality and reliable service

- Continuously developing the customer proposition

- Enable smooth and seamless journeys across Wales

- Deliver high quality customer engagement, insights and communication

Full scope details can be found in ITT Volume 1 document in the tender documentation.