You asked
I wish to submit to the organisation a freedom of information request relating to the organisations:
contact centre/call centre contracts
inbound network services contracts
Please send me the following information for each provider:
Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract
Annual Average Spend: the annual average (over 3 years) spend for each supplier
Contract Expiry: the date of when the contract expires
Contract Review: the date of when the contract will be reviewed
Contract Description: a brief description of the services provided of the overall contract
Contact Details: The person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address
Number of Agents; please provide me with the total number of contact centre agents
Number of Sites; please can you provide me with the number of sites the contact centre covers
Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g. JAN-MAR, APR, JUNE
Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?
Number of email users: Approximate number of email users across the organisations
Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres.
The second part of my request relates to the use inbound network services contracts which could relate to one of the following:
0800, 0845, 0870, 0844, 0300 number
Routing of calls
Caller Identifier
Caller Profile- linking caller details with caller records
Interactive voice response (IVR)
For contract relating to the above please can you provide me with?
Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract
Annual Average Spend: the annual average (over 3 years) spend for each supplier
Contract Expiry: the date of when the contract expires
Contract Review: the date of when the contract will be reviewed
Contract Description: a brief description of the services provided of the overall contract
Contact Details: The person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address
We said
The table has been completed as requested and is attached below. Just to clarify one point, our Contact Centre's (31.5 Kb Excel sheet) cover both incoming and outgoing calls. In light of this I think that the response to part 1 covers part 2 as well.