NCS Trust CIC

NCS Trust Contact Centre Analysis

Incomplete applications

4
Incomplete applications
4 SME, 0 large

Completed applications

4
Completed applications
4 SME, 0 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Wednesday 24 January 2018
Deadline for asking questions Friday 26 January 2018 at 11:59pm GMT
Closing date for applications Wednesday 31 January 2018 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Specialist role Performance analyst
Summary of the work Analysis of our Contact Centres' success rates in converting Expressions of Interest for our core provision (from 16 and 17 years olds) to Sign-Ups and subsequently into Turn-Ups
Latest start date Monday 5 February 2018
Expected contract length 1 week
Location London
Organisation the work is for NCS Trust CIC
Maximum day rate

About the work

About the work
Opportunity attribute name Opportunity attribute value
Early market engagement
Who the specialist will work with Jamie Gollings, Senior Strategy Associate
What the specialist will work on To support NCS in evaluating their current set of contact centres across the country through analysis of customer and contact activity data.
● Which of the contact centres is the most successful at converting Expressions Of Interest, including seasonal changes
● Which of the contact centres creates the sign ups who have the lowest rate of attrition? Attrition = SignUps minus TurnUps
● How does the contact strategy differ by contact centre?

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place 3 x Face to Face meetings in London
Telephone and email updates
Working arrangements Data will be provided by us for analysis. face-to-face meetings as described
Security clearance

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
Additional terms and conditions The provider must comply with NCS policy on the handling, management and security of information and demonstrate compliance with all data protection legislation. The policy is standard sector format.

IT equipment and/or software will be provided by the contractor

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Data analysis of customer and their contractors data
  • Report writing skills (slides and documents)
Nice-to-have skills and experience
  • Experience in working with Not-For-Profit Organisations
  • Understanding of our key deliverable - ncsyes.co.uk

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many specialists to evaluate 10
Cultural fit criteria Be able to review the data and present a succinct report
Assessment methods
  • Work history
  • Reference
  • Interview
  • Presentation
Evaluation weighting

Technical competence

60%

Cultural fit

10%

Price

30%

Questions asked by suppliers

No questions have been answered yet