2812 - Customer Contact Centre Services

Background & Objective

TSSA launched its formal Call Centre function in Spring 2005. This function was delivered in-house until it was outsourced in January 2010. The primary driver of the decision to transition the service to an external model was overhead cost, and technology needs.

TSSA’s current Customer Contact Centre Services contract, issued January 2019, expires January 31, 2024. TSSA's current contract is for Customer Contact services only. TSSA maintains a separate contract with the Ministry of the Environment's Spills Action Centre (SAC) for the 24/7 receipt and escalation of emergency calls.
The information that our Customer Contact Centre currently provides to customers is accessed through:

• TSSA’s Oracle ERP legacy business solution system via secure Uniform Resource Locator (URL) or weblink access,
• TSSA’s new Microsoft Dynamics 365 CRM business solution system via secure URL or weblink access,
• TSSA’s Epicor-based ERP solution system,
• TSSA's website, and
• a knowledge database maintained by vendor and populated by TSSA.

• Average speed of answer (ASA) of 80/30, more specifically 80% of calls are answered in less than 30 seconds,
• Average abandonment (ABA) is less than 3%, that is the rate of calls abandoned after the ASA is less than 3%,
• Call Disposition is 90%, more specifically 90% of calls are categorized by nature or topic,
• First Call Resolution (FCR) is 90%,
• Emails are responded to within 24 hours, and
• Call Quality is 90%.

• Proof of Commercial General Liability – $2 Million
• Proof of Professional Liability – $2 Million
• Clearance Certificate from the Workplace Safety and Insurance Board
• Proof of Property Insurance (Total Insured Values)
• Copy of Emergency Management Plan including Disaster Response and Recovery and Business Continuity Plan
• Mandatory PCI DSS Compliance
• Vendor’s primary data centre is located in Canada