Market Engagement - Out of hours contact centre services

This is a Prior Information Notice (PIN) to establish the level of interest from potential suppliers of Out of Hours Contact Centre Services to allow Accent to meet its Customer needs. The procurement itself is expected to commence in early April 2019 and be completed by late May 2019. Our intention is that the mobilisation of the services and system will commence mid to late June 2019.

The solution centres around the provision of Out of Hours and Business Continuity related Contact Centre Services together with timely meaningful management information around usage and performance for the service.

Accent wishes to procure best of breed, innovative and demonstrably effective Out of Hours and Business Continuity related contact centre cover. We expect that the service will provide dedicated customer response resources to deliver out of hours and business continuity related cover, together with access to a full suite of reports including, but not limited to, real-time statistical information based on daily, hourly and 15 minute intervals. In addition, we anticipate that the supplier will have their own detailed business continuity and 5 year business plan in place.

To ensure that we have the best possible understanding of the products available in the market, Accent is opening a consultation opportunity from 15th February 2019 through to 8th March 2019. During this period, we invite contact from suitably accredited and experienced UK domiciled economic operators to assist us to identify a responsive, high quality customer focused Out of Hours and BC related Customer Contact Centre offering together with detailed real-time analysis and measurement systems. There are a maximum of 9 market engagement sessions on offer over the three days from 26th February through to 28th February 2019 and they will be allocated on a strictly first come first served basis for any supplier who can evidence, as an absolute minimum, meeting all of the minimum eligibility criteria set out below.

• UK domiciled economic operator • Provide existing Out of Hours and Business Continuity related Customer Contact Centre System & Services • Members of Call Centre Management (CCMA) and or • Customer Contact Centre (CCA) Global Standard Accreditation • ISO 9001: 2015 Quality management system

If you wish to attend one of the Supplier Events, and are confident that you meet the criteria, please register your interest only via the ProContract Messaging System: emails directly to Accent employees will be deleted unread.