LRPS-2024-9191478 for Establishing LTAs for call center services

The objective of the establishment of Call Center(s) is to provide a mechanism for effective and timely two-way communication with affected populations aimed at addressing queries and complaints tied to the assistance programmes and services provided by partner agencies, in addition to supporting the agencies’ diverse information campaigns following agreed scripts provided.

The Call Center(s) will be supported by a strong management information system(s) that will facilitate accurate categorization of calls, internal and external referrals, follow-ups, closure of the loop with callers, 

trend analysis, and programmatic adjustments, according to the agency’s decision-making processes. With this objective, the call center(s) will cater to the partner agencies programmatic needs to ensure that they can communicate and provide feedback on their different programmes to all relevant vulnerable populations. Vulnerable populations will thus be able to directly communicate their needs and concerns to the relevant agency.

To ensure clarity and effectiveness in processing requests linked to the different programmes implemented, UNICEF will be able to set up separate hotline numbers upon programmes’ needs and requirements, with separate teams of dedicated operators trained on how to handle specific queries and follow established procedures, and their corresponding management information system that is developed and managed by the agency. Another important objective of the call center(s) is the ability to directly refer callers from one line to another, depending on the respective concern, thereby ensuring the smooth redirection of concerns to the relevant programme and avoiding imposing additional burdens on callers.