Services Agreement related to the Provision of an Out of Hours Contact Centre and RPaaS

To provide Out of Hours (OOH) call handling service from our OOH hub in Rochdale

Proposal includes the following services; • Fully managed OOH service covering the existing opening hours of 4.30pm- • 9am Monday to Thursday, 4.30pm Friday to 9am Monday on weekends and • all Bank Holidays 24hr • All systems and licenses relevant to the delivery of the service • Automated Management information • Monthly service review meetings • KPIs as per the current contract

Resource and Planning • Forecasting and Planning • Long term capacity Planning • Short term Planning • Performance Analysis • Scheduling • Holiday Management • WFM Administration • Intraday Performance Management • Reporting