Tender for $7 Million in Customer Care Services

Instituto Costarricense de Acueductos y Alcantarillados tender’s services for a contact center for omnichannel customer service.

Wednesday, March 17, 2021

Costa Rican Government Purchase 2021LN-000003-0021400001:

"This contracting is required to have a Contact Center that provides Attention Services to the users of the Costa Rican Institute of Aqueducts and Sewers in a timely and reliable manner, through an Omnichannel assistance that includes the attention of incoming calls, outgoing call campaigns, attention through digital channels such as: emails, text messages, chats, social networks (Facebook, Twitter, Telegram, WhatsApp, among others), campaigns in different channels of attention and face-to-face attention of managements at the service platforms level.

AyA requires the contracting of a company that provides from its own facilities or those designated by AyA and in the case of on-site service from AyA offices, the services of a Contact Center for Omnichannel attention to users.

The contractor must be able to perform inbound (the AyA user is the one who communicates with the Contact Center for the attention of a query or report), outbound (the Contact Center is the one who communicates with the user to provide some service or information) and personalized management for the offices that require it."

Reference value: $7,231,235.

Deadline for receipt of bids: April 29, 2021.

See tender.

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