Call Centre & Customer Administration Services

Contract Name
Call Centre & Customer Administration Services
Contract Number
BUS263-0617
Current Expiry Date
1/05/2021
Extension Options Remaining
1 x 12 months
Status
Current, will be extended for 12 months
Category Manager
Michael Franzmann
Category Manager - Phone
30002119
Category Manager - Email
Description

The BUS263 arrangement provides Queensland councils and approved purchasers with access to a wide range of services, delivered by three pre-qualified suppliers.

It provides streamlined procurement process and offers administrative and transactional shared services to support the delivery of outsources services to Purchasers.   The diversity of local government means that a large range of council responsibilities may need to be performed through a centralised call centre and/or customer administration services area.

The following list of services are offered under this arrangement:

  • 24 / 7 multi-channel customer contact services, including:
    • Inbound and outbound calls / Switchboard / SMS / email / Online services / Social media
    • Customer front counter services
  • Categorisation and recording of problems and complaints relating to council jurisdictions:
    • Animals / Emergency & Natural Disasters / Rates and Revenue Processing / Roads & Traffic
    • Parks / Public Lands / Library Services / Swimming Pools / Noise / Permits & Registrations
    • Water & Sewage / Town Planning & Development Administration / Environment / Out of Hours Support
  • Payments and Enquiries
  • Issuing and Mail-out Services
  • Rates and Revenue Processing
  • Accounts Payable / Receivable
  • Delivery of Payroll
  • Input of Data and Information
  • Records Management
  • Processing of Inbound and Outbound Mail
  • General Administration Functions
  • Volume-Based Telephone or email Marketing
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Contracts bus263