Telephony & Call Centre Service

Description

The Ombudsman is inviting tenders for the provision of Telephony and call centre services tailored to the needs of the office. The focus of the service will be to provide a telephony service that: • is easy to navigate for PSOW service users who call us via our telephone lines to enable them to be connected to the relevant PSOW member of staff in a timely manner. • is of good audio quality and is reliable and stable regarding connection. • enables PSOW staff to answer calls via a PC softphone system irrespective of whether they are working in PSOW office or working at Home. • has good management data reporting • has call centre functionality to enable calls to be directed to appropriate call Queues, and for those calls to be fairly distributed to front line call handlers. Current set up Most staff work in a hybrid manner mainly working from home, but also working from our offices in Pencoed Bridgend on a semi-regular basis. We have approximately 75 staff each with their own direct dial line extension number. The PSOW receives telephone calls from various service users either • direct to a case officer or other member of staff via a direct dial number, or • by calling our main line telephone line which is then routed via a call centre application to nominated call centre staff. We currently have the following average call volumes per week: • 100 x Inbound calls to front line telephony staff via the main Queues • 200 x Inbound calls to direct line extensions • 200 x Outbound calls The PSOW call centre application is currently via an on-premise server. Call centre staff have dedicated SIP telephones both at home and at PSOW offices in Pencoed. All other staff have dedicated handsets at PSOW office only, but calls are routed via a fully softphone online service (Circuit) when they are working from home.