20CEBA05 - Schedule A-31 CEBA Call Centre

EDC intitally used its call centre to support CEBA calls, however, it lacked the capacity, knowledge, training, and ready access to CEBA-related documentation and information to meet the needs of the CEBA program resulting in very frustrated CEBA customers, abusive calls, and a situation that was unsustainable for both the loan holders that needed urgent help, EDC, the government who too was receiving calls and the whole of the CEBA program.   As a result EDC established this contract to provide call centre services specifically for CEBA that would provide callers with their application status, application support, and CEBA program clarifications and information. Capabilities included telephone, interactive voice response (IVR) and routing capabilties, knowledge management, worforce management, reporting, French and English services, call disposition tracking, hold and call back, call recording and storage, call centre agents and training.

Amendments 001, 002 and 003 were subsequently done to A-31 to add funds to support the extension and enhancement of the CEBA call centre capabilties out to March 31, 2022.

Purchase Order Numbers: 73258, 73259, 72724, 72725, 71944, 71507