Prior Information Notice For Helpdesk And Support Services – Operation Of A Multichannel Helpdesk

Prior Information Notice For Helpdesk And Support Services – Operation Of A Multichannel Helpdesk. This Assignment Concerns The Operation Of A Multichannel Helpdesk For Thuispunt Gent 24 Hours A Day - 7 Days A Week. The Assignment Includes The Operation Of A Telephone And Digital Helpdesk, Where Trained Reception Staff Are Deployed In A Customer-Friendly, Substantive, Qualitative And Efficient Manner To Handle Incoming And Outgoing Contacts Via Various Channels. In Addition, The Assignment Includes The Recruitment, Training, Supervision, Monitoring And Coaching Of Reception Staff And The Provision Of Data About These Activities. Thuispunt Gent Is A Recognized Housing Association With An Operating Area In Ghent And Manages More Than 10,500 Residential Units. Thuispunt Gent Offers Various Forms Of Service And Uses Multiple Channels To Fulfill Its Central Communication And Information Role. Prospective Tenants, Tenants And Ex-Tenants Contact Thuispunt Gent Both By Telephone And Digitally With Various Questions. These Relate, Among Other Things, To Technical Notifications To The Home, The Rental Contract (Such As Registration And Place On The Waiting List) And Payments Of Rent, Rental Charges Or Repair Invoices. In Addition, The Services Are Also Aimed At Other Target Groups, Such As Candidate Owners, Owners (In The Context Of Renting Homes), Suppliers And Local Residents. The Following Information Is Provided Through These Channels: • First-Line Information: Basic Information About Services, With Answers To Frequently Asked Questions. • Status Information About Files: For Certain Themes, The Status Of Files Is Communicated Without Changes Being Made To These Files. • Customized Information And Guidance: Targeted Support Is Offered For Specific Questions, Such As: - Making, Changing Or Rescheduling Appointments; - Registering And Creating Reports Of Repair Requests Or Defects In The Home Or Common Parts Via The Facility Management Software Planon. A Distinction Is Made In Terms Of Accessibility - On The One Hand, Accessibility On Weekdays Between 8 A.M. And 8 P.M., During Which The Majority Of Contacts Are Handled; - On The Other Hand, A Permanence Arrangement Between 8 P.M. And 8 A.M. (At Night), As Well As During Weekend Days And Official Belgian Holidays. During This Permanence Arrangement, The Client Can Only Be Reached By Telephone For Technical Emergencies And The Contractor Is Responsible For Handling And Referring These Urgent Technical Emergencies. This Assignment Is An Assignment For Services Within The Meaning Of Art. 2, 21° Of The Public Procurement Act.