Call Centre Services for Key 0800 Lines

Description

RFx ID: 33582090 Organisation: Ministry for Primary Industries Open date: Wednesday, 25 February 2026 1:30 PM +13:00 Close date: Monday, 30 March 2026 11:00 AM +13:00 Categories: 83000000 - Public Utilities and Public Sector Related Services Region: New Zealand Overview: MPI is seeking a contact centre service supplier to operate three key 0800 phone lines that serve as the main public gateways into the organisation: General Enquiries, Pest and Disease Hotline, and Biosecurity Import Clearance. These lines handle a wide range of enquiries – from general regulatory questions to urgent biosecurity notifications—and require 24/7 coverage, accuracy, and timely escalation. The service must be capable of managing 4,000 – 5,000 calls per month and scaling rapidly to support MPI during biosecurity responses or food safety events. The successful supplier must deliver reliable, high quality customer service, be adaptable to fluctuating demand, and have proven capability operating multichannel contact centres. MPI is looking for a partner that can provide consistent performance, strong workforce planning, secure handling of sensitive information, and opportunities for continuous improvement. Services must support MPI’s critical regulatory functions and contribute positively to employment conditions in New Zealand, quality customer service, be adaptable to fluctuating demand, and have proven capability operating multi channel contact centres. MPI is looking for a partner that can provide consistent performance, strong workforce planning, secure handling of sensitive information, and opportunities for continuous improvement. Services must support MPI’s critical regulatory functions and contribute positively to employment conditions in New Zealand.