What is the object of the project?
The object of the project is the provision of services for the years 2025 and 2026 of the YOUTH PASS action, with the aim of providing Help Desk Services for the beneficiaries in 2 levels; (a) Level 1 Help Desk and (b) Level 2 Back Office, as well as Preparation of an Implementation Plan for the provision of the above services.
The object of this Project includes services for a specific period of time aiming to:
1.Operate a Level 1 Help Desk. It concerns the operation of the Programme’s Help Desk, which will provide first level support to beneficiaries
providing information, solving problems and answering questions. The Level 1 Help Desk will liaise/cooperate with the back-office to
support-answer more complex questions.
The Level 1 Help Desk will have to meet specific standards and follow specific procedures, and it must at least:
- Have the features of a professional call centre with physical agents, have the ability to inbound and outbound communication, provide the ability to record and monitor individual cases to be forwarded to the Programme Institutions, to utilise both electronic channels and telephone communication,
- Respond, in a timely manner, to the beneficiaries’ requests for support, on the basis of the severity of the request,
- Provide full details regarding the volume of communications, cases and the respective response times, and be able to send, on a periodic basis, standard reports that will contain agreed information/KPIs.
2. Operate a Level 2 Back Office. It concerns the operation of a back office staffed with people who should have full knowledge of the subject matter
and procedures and be able to meet the needs of all stakeholders.
Following are some of the tasks to be included in this context:
- Support for queries and issues forwarded by the Help Desk (escalation);
- Support for queries and issues received by the Contracting Authority;
- Support for checks of beneficiaries.
3. Prepare an Implementation Plan, containing at least information on the staffing and operation of the Help Desk and Back Office, the time period for the provision of the related services, the methodology and organisation details about the Level 1 Help Desk and Level 2 Back Office, as well as their internal communication procedures.
