2016 - Provision of Telephonist Services

The Department requires a managed service for delivery of telephonist services for the term as specified in section 1.4 of this RFT. The delivery of this service should be managed and supervised by a dedicated Service Delivery Manager on the Service Provider’s own staff who should not be directly involved in carrying out the day to day call handling functionDFAT management will liaise directly with the Service Delivery Manager for all matters related to the delivery of this service. The Service Delivery Manager is responsible for communicating any procedural changes to telephonists and for appropriate complaint handling. The Service Delivery Manager will ensure a continuous service through managing attendance including leave requests, and other absences. It is critical that an efficient service is provided during the hours specified in this RFT. The Department also requires that all telephonists provided are fluent in the English language and that, at all times, the service can be provided in the Irish language when required.

Services

14/06/2016 17:00:00

79510000-2  Telephone-answering services
64200000-8  Telecommunications services
64214000-9  Dedicated-business telephone network services
64214200-1  Telephone switchboard services
79511000-9  Telephone operator services