This tender seeks a service provider to deliver hosted call centre services for the Gender-Based Violence Command Centre. Key requirements include operational support, technical infrastructure, and staff training to enhance service delivery and response times.
The Department of Social Development is inviting proposals for the provision of hosted call centre services dedicated to the Gender-Based Violence (GBV) Command Centre. The selected service provider will be responsible for establishing a fully operational call centre located in Salvokop, Pretoria, which will serve as a critical resource for individuals seeking assistance related to gender-based violence. The scope of work includes the provision of technical infrastructure, staffing solutions, and ongoing operational support to ensure that the call centre can effectively manage incoming calls and provide timely responses to victims of GBV.
In addition to the technical setup, the service provider will be required to implement comprehensive training programs for call centre agents to equip them with the necessary skills to handle sensitive situations with empathy and professionalism. The successful bidder will also need to demonstrate the ability to maintain high service standards, including metrics for call handling times, customer satisfaction, and reporting capabilities to track the centre's performance. This initiative aims to enhance the support system for victims of gender-based violence, ensuring they receive the help they need promptly and efficiently.
This tender is suitable for businesses specializing in call centre operations, particularly those with experience in social services or crisis management. Companies with a proven track record in providing technical infrastructure and training for call centre staff are encouraged to apply.
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