| Work Detail |
The process is focused on getting to know the suppliers of the telecommunications industry about the new ways of implementing and managing the service. Those interested can participate until 10.00 on July 4, 2019 via ID 749221-1-RF19 at www.mercadopublico.cl .
The service channels are those means through which assistance and guidance is provided to users. In this new Market Consultation, the ChileCompra Directorate invites the suppliers of the item to deliver relevant information from the Contact Center industry for the preparation of the bidding rules with which it will renew its own service center.
In this way, those interested can contribute from their experience in terms of the characteristics of the service, specifically regarding the new forms of implementation and service management that allow attention via telephone, web form, chat and other similar means, in addition to the Efficient and innovative technologies for the attention of users, with emphasis on self-care, omnichannel and customer satisfaction.
What ChileCompra seeks is to transform the current user service model to execute an omnichannel, non-face-to-face strategy for suppliers, buyers and civil society, considering new channels such as bot conversations; automated calls; personal assistants (such as Siri from Apple and Alexa from Amazon); app for smartphones and whatsapp among others.
Currently, the Directorate of Procurement and Public Procurement has two channels of non-contact users: remote channel via telephone 600 7000 600 and digital, through the forms on the User Service site, where the year 2018 was attended to 20,769 and 63,520 users respectively. |
