Cumberland City Council’s Contact Centre is located at 1 Susan Street Auburn, and currently handles over 150 000 contacts annually via phone and webchat. It is one of Council’s cores services and the provision of this service is 24 x7. Outside of normal business hours, Cumberland City Council engages an after-hour’s contact centre provider. It is estimated that the provider currently handles between 5000 – 1000 calls per annum.

Council is seeking an after-hours (24x7) specialised inbound call centre which would take calls on behalf of Cumberland City Council and provide our community with support and service outside of Councils core business hours. The service would also act as an overflow service and provide business continuity in the event of a disaster or emergency. Council requires a tailored, flexible and responsive service which reflects Councils high standards of customer satisfaction.

The Contract term will be 2 + 1 years and Council may, in its sole discretion extend the Initial Term once by one (1) year by giving written notice to the Contractor at least 15 days before the end of the then current Term.