The City Of Taguig Tender

Description Part 1 - General Requirement To Plan, Design, Configure, Customize, Test, And Implement A Fully Outsourced Contact Center Solution Inclusive Of Manpower, Location, And Its Related It Components Under One Entity Capable Of Executing Such Work And Willing To Be Held Accountable To Ipophl As A Single Point Of Contact For Ipophl Customer Inquiries. Part 2 - Scope Of Work 1. Transaction Coverage The Following Are The Minimum Front-line Transactions That Will Be Answered By The Service Provider: A. Basic Information About Patent, Utility Model, Industrial Design, Trademark, Copyright, And Other Ipophl Services; B. Application Forms, Requirements, And Processes; C. Filing Fees And Other Related Fees; D. Status Of Application; E. Advocacy Campaigns And Seasonal Activities, Marketing, And Promotion; F. Complaints/commendations; G. Real-time Survey System For Incoming Calls And Emails; H. Inquiries About Ipophl And Those Which Are Directory Assistance In Nature (e.g. Contact Details And Location Of A Particular Dti Bureau/office Or Its Attached Agencies And Corporations, Negosyo Centers); I. Information Is Provided In The Ipophl Ipas Where Agents Should Be Able To Immediately Provide The Information For These Types Of Inquiries; J. Only Inquiries Outside Level 1 And Level 2 May Be Forwarded To Ipophl Based On An Agreed Process Of Escalation. 2. Media Of Communication: Calls (inbound And Outbound) A. Mobile (to Be Provided By The Winning Bidder) B. Hotline 1385 - Toll-free (phl Only) C. Redundant Backup Number In Case Of Ipophl Trunkline Downtime D. Email (customerservice@ipophil.gov.ph) E. Website Chatbot Integration (if Needed) Headcount Requirement: 8 Customer Service Representatives And 1 Dedicated Team Lead Hours Of Operation: 8x5, 8 Am To 5 Pm, Monday To Friday, Excluding Publicly Declared Holidays Detailed Requirement Specifications Are Discussed In Tor, Please See Attached.