Expressions of interests are hereby invited from qualified consulting firms to conduct a comprehensive evaluation of its current Contact Center structure, operations, and performance: Contact Centre Services Assessment for United Nations Joint Staff Pension Fund (UNJSPF). This consultancy will provide recommendations for optimizing service delivery, aligning with industry best practices, and ensuring the highest standards of client service for a diverse, global client base. Scope of Work: The consultancy will focus on the following key areas: 1. Comparative Analysis: - Evaluate Contact Center models commonly used in the pensions and insurance industries, including inhouse, outsourced, and hybrid solutions. - Conduct a SWOT analysis of the UNJSPF Contact Center, comparing its performance, scope of services, and organizational structure with industry best practices. 2. Assessment of Current Contact Center: - Review the effectiveness of the current SDA with UNICC, including defined workflows, escalation frameworks, and Service Level Agreements (SLAs). - Analyze the Contact Center"s ability to manage cyclical activities and peaks in client queries, leveraging defined KPIs such as call abandonment rates, email resolution times, and client satisfaction scores. - Assess the impact of specialized agent expertise on service quality and scalability. 3. Future Requirements and Recommendations: - Define optimal Contact Center requirements to support a global, multilingual client base, considering factors such as scalability, technology integration, and multilingual communication. - Recommend strategies to enhance agent training, knowledge management, and workflow optimization. - Propose solutions to integrate the Contact Center with the new CRM system for improved automation and reporting. 4. Performance Metrics: - Refine existing SLAs and KPIs, ensuring alignment with industry standards and the Fund’s goals. - Recommend enhancements to reporting and monitoring frameworks for continuous performance evaluation. 5. Implementation Roadmap: - Provide a detailed, phased roadmap for implementing the recommended solutions, including milestones, timelines, and resource requirements. Beneficiary Country/Territory: Global. Please confirm the closing time as it was not published. (ЮАР - Тендер #61154883)

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Expressions of interests are hereby invited from qualified consulting firms to conduct a comprehensive evaluation of its current Contact Center structure, operations, and performance: Contact Centre Services Assessment for United Nations Joint Staff Pension Fund (UNJSPF). This consultancy will provide recommendations for optimizing service delivery, aligning with industry best practices, and ensuring the highest standards of client service for a diverse, global client base. Scope of Work: The consultancy will focus on the following key areas: 1. Comparative Analysis: - Evaluate Contact Center models commonly used in the pensions and insurance industries, including inhouse, outsourced, and hybrid solutions. - Conduct a SWOT analysis of the UNJSPF Contact Center, comparing its performance, scope of services, and organizational structure with industry best practices. 2. Assessment of Current Contact Center: - Review the effectiveness of the current SDA with UNICC, including defined workflows, escalation frameworks, and Service Level Agreements (SLAs). - Analyze the Contact Center"s ability to manage cyclical activities and peaks in client queries, leveraging defined KPIs such as call abandonment rates, email resolution times, and client satisfaction scores. - Assess the impact of specialized agent expertise on service quality and scalability. 3. Future Requirements and Recommendations: - Define optimal Contact Center requirements to support a global, multilingual client base, considering factors such as scalability, technology integration, and multilingual communication. - Recommend strategies to enhance agent training, knowledge management, and workflow optimization. - Propose solutions to integrate the Contact Center with the new CRM system for improved automation and reporting. 4. Performance Metrics: - Refine existing SLAs and KPIs, ensuring alignment with industry standards and the Fund’s goals. - Recommend enhancements to reporting and monitoring frameworks for continuous performance evaluation. 5. Implementation Roadmap: - Provide a detailed, phased roadmap for implementing the recommended solutions, including milestones, timelines, and resource requirements. Beneficiary Country/Territory: Global. Please confirm the closing time as it was not published.

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2025-02-13 00H00

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