Inbound and Outbound Contact Centre Services

The agency is seeking inbound and outbound contact centre services. The contractor will deliver an omni-channel enquiry handling and application support service from initial enquiry through to offer acceptance. The service includes multi-channel engagement capabilities such as telephone, email, webchat, and social media messaging. The contractor must resolve enquiries at first point of contact where possible and provide guidance on application requirements. Outbound engagement via telephone calls and emails is an integral part of the service, used for replying to queries, following up on application stages, and supporting response rates for specific programme offerings. All interactions and applicant data must be recorded and managed within a customer relationship management system. Eligibility requires vendors to be onshore, located in Ireland only. The performance of the work will be offsite. All questions must be submitted no later than July 31, 2026. Responses can be submitted digitally via email or online. The agency is looking for proposals.