1. Contact Centre/Call Centre Contracts (Contracts and Costs associating to all/any systems used to manage Inbound Contact from Patients. (i.e. Call/Telephony Management Systems, Email Management Services/software, Help Desk Agents and Hotlines etc.)
a) Do you have a call centre?
b) If yes, how many call centre/support agents do you have?
c) What is your average cost per call (annual)?
d) How many calls does your call centre receive (annual)?
1.1. Incumbent Supplier: For each of the contract(s) can you please provide me with the supplier of the Contract?
1.2. Annual Average Spend: the annual average (over 3 years) spend for each supplier?
1.3. Who is the senior officer (outside of procurement) responsible for these contract areas (including website)?
2. Inbound Network Services Contracts (by “Inbound Network Services”, I am referring to Inbound Call, Telephony and Email Management Services, and any other inbound channels used by Patients to make contact.)
2.1. Incumbent Supplier: For each of the contract(s) can you please provide me with the supplier of the Contract?
2.2. Annual Average Spend: the annual average (over 3 years) spend for each supplier?
2. 3. Who is the senior officer (outside of procurement) responsible for these contract areas (including website)?
3. Website Traffic Spend/Analysis (even if hosted by an Agency)
a) Number of Visits per month (Average)
b) Who is the supplier/agency/internal stakeholder responsible for hosting/maintaining and managing the website(s)?
c) Does your organisation’s website(s) have an on-site search bar?
i. What Content Management System is your site-search connected to (if so)?
ii. What is the Search Bar Utilisation? (If known, % of Website visitors)
iii. Who is the Supplier/Owner of the on-site search on your website?
3.1. Incumbent Supplier: For each of the contract(s) can you please provide me with the supplier of the Contract?
3.2. Annual Average Spend: the annual average (over 3 years) spend for each supplier?
3.3. Who is the senior officer (outside of procurement) responsible for these contract areas (including website)?
Please send me the following information:
1. Incumbent Supplier: For each of the contract(s) can you please provide me with the supplier of the Contract?
2. Annual Average Spend: the annual average (over 3 years) spend for each supplier?
3. Who is the senior officer (outside of procurement) responsible for these contract areas (including website)?