Customer Experience of ITA messages
Assignment under the Market Research MR130001 Agreement Contract. This qualitative research will look to understand customers' experience of Intelligent Telephony Automation (ITA) on various HMRC helplines. In particular, it will seek to understand: ⢠How well automated messages meet customer need and how satisfied customers are with the information received; ⢠Whether customers who hang up following an ITA message have had their query resolved; and ⢠The effectiveness of ITA messages in encouraging customers...
Buyer
H M REVENUE & CUSTOMS
Value
£38,247
Published
4 Jan 2017
Closes
2 Nov 2016
Procurement details
Source
Contracts Finder
Region
United Kingdom
Procurement method
Not Applicable
Category
Services
Contract starts
15 Dec 2016
Contract ends
31 Mar 2017
CPV classifications
73000000
Research and development services and related consultancy services
Lots
Lot default Customer Experience of ITA messages
£38,247
Assignment under the Market Research MR130001 Agreement Contract. This qualitative research will look to understand customers' experience of Intelligent Telephony Automation (ITA) on various HMRC helplines. In particular, it will seek to understand: ⢠How well automated messages meet customer need and how satisfied customers are with the information receiv...
Delivery: British Oversea Territories, Channel Islands, Europe, Isle of Man, Rest of the World, United Kingdom
Documents
Unlock document linkAwarded contract notice on Contracts Finder
4 Jan 2017
Awarded contract notice on Contracts Finder
Award notice · Web page
Customer Experience of ITA Messaging - Redacted SO
Not provided
Customer Experience of ITA Messaging - Redacted SO
Tender notice · Word document
Contains public sector information licensed under the Open Government Licence v3.0.