Contact Centre Services Assessment for United Nations Joint Staff Pension Fund (UNJSPF)

The United Nations Joint Staff Pension Fund (UNJSPF) invites expressions of interest from qualified consulting firms to conduct a comprehensive evaluation of its current Contact Center structure, operations, and performance. This consultancy will provide recommendations for optimizing service delivery, aligning with industry best practices, and ensuring the highest standards of client service for a diverse, global client base. Background: The UNJSPF Contact Center serves as the first point of personal contact for the Fund's esteemed clients, including participants, retirees, beneficiaries, and their representatives. Unlike typical call centers, the Contact Center is staffed by agents with specialized expertise in UNJSPF pension administration, enabling them to provide tailored responses to client queries. The Contact Center operates 24 hours a day, five days a week, providing support in English and French, with limited availability in Spanish. It handles a wide range of inquiries via telephone, email, and an online contact form, with workflows and escalations coordinated under a Service Delivery Agreement (SDA) with the United Nations International Computing Centre (UNICC). The SDA outlines the Contact Center's role in supporting critical cyclical activities, such as issuing pension statements, facilitating the annual Certificate of Entitlement process, and addressing payment-related queries. In addition, the Contact Center leverages ITIL best practices and ISO 20000 standards to provide efficient and high-quality service. Objectives of the Consultancy: The primary goal of this consultancy is to assess the UNJSPF Contact Center's current operational model, including its unique expertise-driven approach, and compare it to similar service frameworks within the pensions and insurance industries. The consultancy will provide actionable recommendations to improve efficiency, scalability, and client satisfaction while aligning with the Fund’s CARE strategy and the implementation of a new Client Relationship Management (CRM) system. Scope of Work: The consultancy will focus on the following key areas: 1. Comparative Analysis: - Evaluate Contact Center models commonly used in the pensions and insurance industries, including in-house, outsourced, and hybrid solutions. - Conduct a SWOT analysis of the UNJSPF Contact Center, comparing its performance, scope of services, and organizational structure with industry best practices. 2. Assessment of Current Contact Center: - Review the effectiveness of the current SDA with UNICC, including defined workflows, escalation frameworks, and service level agreements (SLAs). - Analyze the Contact Center's ability to manage cyclical activities and peaks in client queries, leveraging defined KPIs such as call abandonment rates, email resolution times, and client satisfaction scores. - Assess the impact of specialized agent expertise on service quality and scalability. 3. Future Requirements and Recommendations: - Define optimal Contact Center requirements to support a global, multilingual client base, considering factors such as scalability, technology integration, and multilingual communication. - Recommend strategies to enhance agent training, knowledge management, and workflow optimization. - Propose solutions to integrate the Contact Center with the new CRM system for improved automation and reporting. 4. Performance Metrics: - Refine existing SLAs and KPIs, ensuring alignment with industry standards and the Fund’s goals. - Recommend enhancements to reporting and monitoring frameworks for continuous performance evaluation. 5. Implementation Roadmap: - Provide a detailed, phased roadmap for implementing the recommended solutions, including milestones, timelines, and resource requirements.