Northumbrian Water has gone out to tender with a contract for temporay homeworkers worth an estimated £3.6 million.
The water company is looking to partner with an external company to provide a flexible homeworking capability for customer contact associated with billing processes.
Northumbrian Water (NWL) currently have 2 on-premise contact centres in the UK based in Durham and Lowestoft that manage all customer contact. However, there is insufficient resource to cover demand at peak times e.g. billing windows, weekends, Monday mornings
The utility is exploring options to provide extra capacity and flexibility in its contact centres in order to satisfy customer demand.
The scope of the contract is to provide a Homeworking Solution to provide additional billing contact centre support, by using a team of trained homeworkers, ideally within the NWL operating areas.
NWL have the option to extend the framework following the Initial contract term is two years with three further annual extension options.
The successful supplier will work with NWL to provide a fully integrated system architecture, allowing NWL customers a seamless experience whether their enquiries are answered by on-premise or homeworking Customer Billing Advisors,
Time limit for receipt of tenders or requests to participate is 23rd October 2019 – click here to access the tender documentation.
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