The scope of this contract is to acquire services from a contractor in support of PWA’s Contact Center operations.
The performance objectives for the contract are as follows:
• The contractor shall provide highly qualified workforce to operate the contact center 24 hours a day, 7 days a week, 365 days a year and it’s Customer Service Centres within the specified hours, to receive and respond to inquiries, suggestion, complaints, notifications, and service requests
• The contractor shall provide bilingual staff with Arabic being the mother tongue and Fluent English
• The contractor shall provide total programme management capability for the operation of the contract and shall provide efficient organization, effective control systems, quality assurance and reporting procedures
• The contractor shall ensure:
- The delivery of service levels within the contact center and customer service centre
- High-quality customer service, focusing on the accuracy of information provided, the completeness of information, overall knowledge of PWA programmes and services, adherence to PWA policies and procedures, and overall professional customer service.
- Effective and efficient operations, such as high agent occupancy rates, low average handle times (AHT), high customer satisfaction, and prompt turnaround times
- Cost effectiveness
- a qualified workforce in accordance with the PWA guidelines
- The achievement of PWA KPI’s and SLAs such as agent turnover rates and achievement of training and quality assurance scores
• Contractor shall collaborate with all the business units of PWA while receiving and responding to customer interactions in line with PWA KPI’s and SLA’s
• Contractor shall deal with customer contacts via a multiple of channels including telephone, mail, email, web chat and social media components
• The contractor shall handle communication with PWA and/or PWA-assigned contractors on behalf of PWA and full visibility and approvals of the PWA management team
• The contractor shall be proactive in notifying PWA of any developing situation that may impact operations, service to callers, or any other contractual issue. The contractor shall advise PWA, in advance whenever possible, of any indication that a potential problem may be developing. In the case of a known impending problem, contractor shall be forthcoming with PWA to address the risks and to identify mitigation strategies
• As requested by PWA, the contractor may be required to participate in pilots of new services, business processes, or new technologies at the contact centers