The Assignment Concerns Handling Customer Contacts For The Ns Customer Service Department. By 2025, 3.4 Million Customer Contacts Will Have Been Handled By Ns Customer Service And The Current Sourcing Partner. Ns Customer Service Permanently Outsources A Large Part Of Its Work. The Outsourced Volume Is Currently Handled In The Netherlands And Suriname. In View Of Developments In The Labor Market And Regulations, Ns Wishes To Add The Option Of A Nearshore Location (Within The European Economic Area) In The New Collaboration. With A Powerful Management Organization, Ns Wants To Ensure Flexibility, Efficiency, Quality And Innovation In Customer Contact, In Collaboration With Two (2) Specialized Sourcing Partners. The Following Elements Are Part Of That Collaboration And Will Be Further Elaborated In The Award Guidelines: 1. One (1) Virtual Organization - With The Two (2) Sourcing Partners And The In-House Implementation, Ns Customer Service Forms One Virtual Organization. Together And In Transparency, They Provide The Best Services For Customers, Share And Discuss The Results, And Optimize Services; 2. Capacity Sharing – Given The Different Channel And Content Skills And The Limited Size In Some Cases, Both Partners Will Not Carry Out Exactly The Same Work. In Terms Of Volume, They Will Each Account For Approximately Half Of The Part To Be Outsourced. This Distribution Is Basically Stable Unless One Of The Partners Cannot Deliver (Lack Of Capacity And/Or Quality); 3. Wfm Process – In The Virtual Organization Ns Bears Responsibility For The Wfm Process, The Query For Partners In Utilized Hours, And Ns Therefore Bears The Final Responsibility For Accessibility And The Service Level. To Support The Wfm Process, Schedule Attainment Is Used As A Kpi; 4. Platform – The Entire Virtual Organization, Both Ns And Its Partners, Uses The It Environment And Connections Facilitated By Ns; 5. Quality-Oriented – Without Losing Sight Of Efficiency, Quality Is The Basis For Providing Reliable Service With Effective Solutions, And Thus For Customer Trust. The Collaboration And Performance Indicators Are Organized Accordingly; 6. Improvement And Innovation – Ns Customer Service Wants To Use The Expertise That Partners Have In The Field Of Contact Center Processes And Technologies To Accelerate Developments In The Handling Of Customer Contacts And To Provide Customer Advisors With Optimal Support (Including, But Not Limited To, Ai); 7. Location – In Order To Utilize The Labor Market Potential And Cost Benefits, Ns Wants To Have Work Carried Out In The Netherlands And At Offshore Locations With Dutch As The Working Language Or As An Official Language. Potentially, Work Can Also Be Carried Out In So-Called Nearshore Locations Within The European Economic Area (Eea); 8. (Financial) Transparency – The Intended Collaboration With Sourcing Partners Includes Fair Compensation That Does Justice To The Employee, Sourcing Partner And Ns, The Structure Of Which Is Completely Transparent. Sourcing Partners Carry Out The Work On The Basis Of A Fixed Amount Per Period For Costs That Are Not Volume-Related, Plus A Rate For Utilized Hours. Ns Applies A Transparent And Proportional Bonus-Malus Agreement. This Stimulates The Achievement Of The Intended Performance.
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