(please price as a monthly cost)
ESSENTIAL FEATURES REQUIRED
The Call Centre (CC) must provide the following:
A flexible service that is scalable to cater for potential increases of incoming traffic and transactions.
Ability to manage data system for scripts, email facility for advising Mate in Oz operators of requests and Internet access for each agent to update requests.
Tele-management capabilities – generation of accurate and meaningful statistics including call volume reports, agent performance reports, call abandonment reports.
The CC determines if the call is for urgent or non-urgent maintenance and actions in accordance with the Business Rules as provided.
A documented business continuity plan with redundancy and backup facilities in the event of power failures, switching failures or other severe occurrences.
Recorded Voice Announcement (RVA) capability to enable calls to be placed on hold.
Capacity to interact with students via email..
Ability to adapt and implement technological advancements.
The CC service is required to register requests for emergency assistance from Mate in Oz members (International Students) located throughout the Western Australia. Work identified as emergency will be allocated to maintenance contractors in real time.
HOURS OF OPERATION
The CC will provide uninterrupted 24 hour service on weekends and Public Holidays that are registered across the State of Western Australia
In addition in the case of Public Holidays the service must be provided on an uninterrupted 24 hours service
All nominated Public Holidays are according to the official gazetted list for Western Australia.