CC-3832 - Ireland - Inbound and Outbound Contact Centre Services - Deadline August 14,2026

(1) Vendor needs to provide inbound and outbound contact centre services.• The contractor will deliver a comprehensive omni–channel enquiry handling and application support service, covering the period from initial enquiry through to application completion and progression to offer acceptance stage.• The contractor must provide a multi–channel engagement capability, including but not limited to:• Telephone services (inbound and outbound).• Email correspondence (inbound and outbound).• Responding to webchat on the website.• Responding to social media messaging.• Resolve enquiries at first point of contact where possible.• Provide guidance on application requirements.• Outbound engagement (calls and emails) will form an integral part of the service delivery.• Outbound telephone calls and emails will be made (either on first or subsequent contacts) and may be made to enquirers as a result of replying to queries, or requests for information, to applicants as part of follow up on various stages of the application process or to support response rates relating to specific programme offerings.• All interactions and applicant data must be recorded and managed within customer relationship management (CRM) system.(2) All question must be submitted no later than July 31, 2026.