Basic Information

Reference Number

00003141609

Issuing Organization

BC Financial Services Authority

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

ON-0002020

Title

CUDIC Call Centre Standby Provider

Source ID

SCRIBE

Details

Location

British Columbia

Purchase Type

Not Stated

Dates

Publication

2022/07/06 01:08:00 PM EDT

Closing Date

2022/08/02 05:00:00 PM EDT

Contact Information

Mountstevens, Peter

peter.mountstevens@bcfsa.ca

Description

The purpose of this Request for Proposal (RFP) is to advise the business community of this opportunity to work with BCFSA to continually improve its communication process to engage with credit union members and the public. In particular, the purpose of this RFP is to select a qualified Proponent, to establish a standby agreement with BCFSA, to provide sufficient operators and infrastructure for handling large call and email volumes arising from queries from depositors and members of the general public in the event of a credit union failure. The call centre operators will be provided with a script and a number of frequently asked questions that depositors and the general public may ask. Questions beyond the scope of the script and the frequently asked questions (FAQs) will be directed to BCFSA for response. The Proponent will be required to

record and archive call centre inquiries in paper or digital format and review daily inquiries for trends in order to detect patterns so that BCFSA can update the FAQs for all channels;
have an interactive voice response system in place to direct and screen calls and provide information to callers and a mailbox where messages may be left in the event of high call volumes;
have a call centre hierarchy where calls are filtered and directed to specialist resources depending on the type of inquiry;
be available for working hours in Pacific Standard Time (PST);
have extended operating hours including nights and weekends;
work on continuous improvements on process and documentation; and
provide reporting on answered and outstanding call and email volumes and transferred emails and calls to specialists.

In addition to having resources available on standby, the successful Proponent will be preparing for a payout by participating in training, set up and simulation exercises so as to be sufficiently ready if and when called upon.

BCFSA anticipates the term of the Contract to be two (2) years commencing in January 2023 with three (3) – one (1) year options to renew at the sole discretion of the BCFSA.

Disclaimer

All amendments to the associated notice, including amended documents, plans and specifications (where applicable), are issued on bcbid.gov.bc.ca. MERX asks that you refer to bcbid.gov.bc.ca notice for these amendments. MERX stipulates that potential bidders may also be required to register with the buying authority as a bidder/plan taker. The contact information can be found within the notice abstract.