--- title: "Speech Analytics Consultancy" ocid: "ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339.json" source: "Contracts Finder" current_stage: "Tender" buyer: "CITYWEST HOMES" published: "2019-02-14" --- # Speech Analytics Consultancy Buyer: CITYWEST HOMES Current stage: Tender OCID: ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339.json) ## Summary 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. ## Notice 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/bfb4b810-505a-468a-8792-0d9a8f7a05fe | | 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 | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 14 Feb 2019 | | Submission deadline | 21 Feb 2019 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 4 Mar 2019 - 15 Apr 2019 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £35,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | CITYWEST HOMES | | Locality | LONDON | | Post town | South West London | | Postcode | SW1X 7EA | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | Westminster | | Electoral ward | Knightsbridge & Belgravia | | Westminster constituency | Cities of London and Westminster | | Delivery location | TLI London | ## CPV Codes ### Divisions - 71 - Architectural, construction, engineering and inspection services ### Codes - 71351100 - Core preparation and analysis services ## Release History - 14 Feb 2019 at 17:45 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/bfb4b810-505a-468a-8792-0d9a8f7a05fe ## Documents - https://www.contractsfinder.service.gov.uk/Notice/bfb4b810-505a-468a-8792-0d9a8f7a05fe 14th February 2019 - Opportunity notice on Contracts Finder - https://www.mytenders.co.uk/search/show/search_view.aspx?ID=FEB156550 NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at the link provided. ## Notice URLs - http://https://www.cwh.org.uk/ ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1407632c-2e03-4202-ac6f-790333e29339.json.