Sign inSign up
Back

QLD Department of Transport and Main Roads

TD22677510B Translink Customer Contact Centre

AwardedRequest for Tender

Details

Awarded

Description

Section 1 – Tender overview

The State of Queensland (acting through the Department of Transport and Main Roads) is seeking Offers for the provision of Customer Contact Centre Services for Translink Division, TMR.

The objectives of this Invitation Process are to secure the provision of Customer Contact Centre Services for Translink Division including

  1. Management of inbound customer telephone enquiries relating to Translink’s public transport services
  2. Processing of fare and ticketing adjustments received via web request (in addition to processing those requests during inbound telephone enquiries)
  3. Implementation and management of inbound webchat enquiries
  4. Social media listening, moderation, management and responses to customer – Facebook, Instagram and Twitter
  5. Staffing of information and ticketing Kiosks

Please refer to the attached documents and we recommend that Offerors first view the Industry Briefing:

01. Industry Briefing Translink Customer Contact Centre

02. ITO TD22-677510 Translink Customer Contact Centre (pdf)

03. ITO TD22-677510 Translink Customer Contact Centre Offeror Response (word)

04. Attachment A - TD22-677510 - TMR Standard Conditions of Offer-June 2021

05. Attachment B - TD22-677510 - Draft Translink Customer Contact Centre Contract

06. Attachment C - TD22-677510 - Financial Pricing Template

07. Attachment D - TD22-677510 - Historic Information Pack

08. Attachment E - TD22-677510 - Historic Information Data

09. Attachment F - TD22-677510 - Draft Translink Customer Contact Centre Operations Manual

10. TD22-677510 - Addendum 001 - Clarifications

11. Attachment B (revised) - TD22-677510 - Draft v2 Translink Customer Contact Centre Contract

12. TD22-677510 - Addendum 002 - Clarifications

13. TD22-677510 - Addendum 003 - Clarification close reminder

14. TD22-677510 - Addendum 004 - Clarifications

15. TD22-677510 - Addendum 005 - Clarifications

16. TD22-677510 - Addendum 006 - Clarifications

17. Attachment D (revised) - TD22-677510 - Historic Information Pack v2

18. Attachment E (revised) - TD22-677510 - Historic Information Data v2

19. TD22-677510 - Addendum 007 - Clarifications (extraordinary)

Categories

Request type

Request for Tender

TenderHub gathers information continuously from a variety of sources. There may be delays between information being updated at the source and presented here. Always check with the source if you are concerned about currency or accuracy.

Key details

Source
QLD QTenders

Briefings & site visits

  • Briefing

    Please refer to the attached documents and we recommend that Offerors first view the Industry Briefing:

Awarded suppliers

1

Contract awarded

$1 awarded to 1 supplier

  • Concentrix

    $1

    Level 12, 565 Bourke St , Melbourne, VIC, Australia, 3000

See who else bid on this tender

Subscribers see every supplier who bid on this tender, plus its change history and a direct link to the source notice.

View pricingSign in