Tender

Speech Analytics Consultancy

CITYWEST HOMES

This public procurement record has 1 release in its history.

Tender

14 Feb 2019 at 17:45

Tender Notice
Summary of the contracting process

The CityWest Homes is seeking consultancy services for a Speech Analytics project aimed at improving customer service operations in its Customer Service Centre. This procurement, classified under core preparation and analysis services, is an open tender process that has a minimum contract value of £30,000 and a maximum value of £35,000. The tender period will close on 21st February 2019, after which the contract is expected to commence on 4th March 2019 and run until 15th April 2019. The services are to be delivered in London, United Kingdom.

This tender presents an excellent opportunity for consultancy firms specialising in speech analytics or customer service enhancements, particularly those that are either small and medium-sized enterprises (SMEs) or have expertise in contact centre technologies. Businesses capable of providing innovative solutions to improve customer engagement and satisfaction metrics would be well-positioned to compete successfully in this procurement process, potentially leading to long-term growth through additional service contracts with CityWest Homes and similar organisations.

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Notice Information

Notice Title

Speech Analytics Consultancy

Notice Description

In order to achieve one of the objectives set by Westminster City Council as well as improving and modernising its services, CWH setup a Customer Service Centre. This handles all customers, residents, leaseholders and service providers housing queries either by telephone, email or online. CWH Customer Service Centre serves as a first point of contact for customers, residents, leaseholders and service providers with the majority of communication being handled with customers over the telephone. The CSC receives and estimated 21,000 calls and 3000 email and portal enquiries covering a variety of issues. Current key measures of success of the CSC include: - 70% of calls handled in 30 seconds - 90% of calls handled - AWT - Emails resolved in 48 hours Customer Satisfaction 80% These current measures largely focus on speed and quantity. Although it is widely accepted in the contact centre industry that these measures have a place in understanding the efficiency and effectiveness of a contact centre, to truly understand how successful the contact centre is performing it is necessary to measure other key factors such as employee engagement, call quality and customer satisfaction. A review of current processes within the CSC reveal an inability to effectively identify, trend and deal with service failures as there is currently no process for measuring customer satisfaction or indeed no CRM system to effectively manage the customer journey. .. There is currently an inability for CSC operations management to gain real insight into the levels of customer engagement, customer journey and service failures in order to help with coaching and improving service delivered to customers interacting with the CSC. There is a lack strong reporting tools to enable filtering of data/ customer comments based on various parameters to help deliver improved business insight, change and service improvements as well as aid with coaching. It is vital that we understand the drivers for customer contact coming into the contact centre, across channels. The current contact centre technology does not allow for this to happen and a separate project is underway to replace the current contact centre technology. In the short term it is recommended that we procure on a consultancy basis a speech analytics deployment - reviewing the existing recording of calls in the contact.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/bfb4b810-505a-468a-8792-0d9a8f7a05fe
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

71 - Architectural, construction, engineering and inspection services

CPV Codes

71351100 - Core preparation and analysis services

Notice Value(s)

Tender Value
£35,000 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
14 Feb 20197 years ago
Submission Deadline
21 Feb 2019Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
4 Mar 2019 - 15 Apr 2019 1-6 months
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
CITYWEST HOMES
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1X 7EA
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
TLI London
Local Authority
Westminster
Electoral Ward
Knightsbridge & Belgravia
Westminster Constituency
Cities of London and Westminster

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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