Re-advertisement of contract number: MLM/EXCO & COUNCIL/PROFESSIONAL CALLCENTRE/2024 -2027: Quotations are hereby invited for the following: Appointment of service providers for supply and delivery of professional call centre services for Moretele Local Municipality for a period of thirty- six (36) months. Scope of work: The following are expected from the prospective service provider: Call Centre maintenance and support: - Maintain and provide support for Moretele Local Municipality Call Centre Services; - Provide infrastructure and human resource capital with adequate training to maintain efficient call centre service e Compensation and management of staff in relation to BCEA, LRA and Minimum Wage Regulation Ideally, the staff should not be a less than 10 Agents. Queries Management: - Record all queries and issue query number and or reference number for future reference; - Cluster all queries and direct them to the relevant office; - Make follow ups on the queries and record any progress for future follow up call. Fraud Hotline Facility: - Enable confidential reporting of any fraudulent activities; - Promote protection of personal details in fraud reporting. Disaster Recovery: - Keep offsite back up where possible to enable recovery of data in the event of disaster. Reporting: - Submission of Quarterly reports/performance listing the number of queries and their status Schedule steering committee meetings with the client. Call Centre Training: - Develop a workplace skills plan to address any training gaps; - Promote continuous learning and upskilling of employees; - Optimizes customer care services which is core function of the center. Strategic Management and Oversight: - Continuous monitoring and evaluation of performance; - Continuous restructuring to enhance optimum performance; - Ensure quality assurance and responsiveness. Call Centre Marketing: - Ensure effective marketing of the Call Centre to reach the larger population; - Utilization of local newspaper and radio stations e Employ other means of communications to market the call center. (Tender №104475869)