PRO004931-Services-Contract-Contact Centre Resources

The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods. The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels. The agreement includes a comprehensive service proposal, covering: • Staffing and training model • Technology stack (IT and telephony setup) • Governance and reporting structure • Quality assurance approach • Supplier readiness for mobilisation ahead of January billing peak