What is the object of the project?
The object of the project is the provision of services in the context of the Programme “Tourism for All 2025” with the aim of providing Help Desk Services for the beneficiaries in two 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:
- Operate a Level 1 Help Desk. This pertains to the operation of the Help Desk according to the Programme, which will render first-level support to beneficiaries by providing information, resolving issues and answering questions. The Level 1 Help Desk will be connected to/will cooperate with the Back Office, in order to support/respond to 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 by having physical agents, have inbound & outbound communication capability, provide the ability to record and monitor individual cases that should be
forwarded to the Bodies of the Programme, use 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, the cases and the respective response times, and be able to periodically send standard reports containing the agreed upon
information/KPIs.
- Operate a Level 2 Back Office. This pertains to the operation of a Back Office, staffed with personnel that has full knowledge of the subject and the procedures, and who will be able to meet the needs of all interested parties.
This includes, as a minimum, the following tasks:
- Support for queries and issues forwarded by the Help Desk (escalation);
- Support for queries and issues received by the Contracting Authority;
- Carrying out audits of individual cases of beneficiaries that could not be fully confirmed or cross-checked by electronic means and require verification of supporting documents and recommending to the Contracting Authority the results of
these checks.
- 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.
