Basic Information

Reference Number
0000299721

Issuing Organization
Canadian Red Cross

Solicitation Type
RFP – Request for Proposal (Formal)

Solicitation Number
CRC 25-21

Title
Contact Center Services – Prevention and Safety

Source ID
PP.CO.ON.783021.C104172

Details
Location
Canada, All of Canada, All of Canada

Delivery Point
johanne.lafleche@redcross.ca

Purchase Type
Term: 2026/01/01 12:00:00 AM EST – 2029/01/01 12:00:00 AM EST
Option: 2 X one year option to extend

Dates
Publication
2025/08/05 02:37:04 PM EDT

Bid Intent
Not Available

Question Acceptance Deadline
2025/08/20 05:00:00 PM EDT

Questions are submitted online
No

Closing Date
2025/09/03 05:00:00 PM EDT

Contact Information
Johanne Lafleche
438-355-2660
johanne.lafleche@redcross.ca

Description
The Canadian Red Cross (“CRC”) is soliciting information from industry so that it may select a Canadian-based service provider to provide high-quality client service support, to manage inbound and outbound communications, support digital inquiries, and enhance customer experience through the integration of technology and Artificial intelligence (AI). The contractor will be supporting the Prevention and Safety vertical, which includes potential and actual first aid training students, instructors and training partners. CRC is looking at putting in place a three (3) year term agreement (with the possibility for two one-year extensions) with the selected vendor.

The purpose of this RFP is to source a new Canadian contact center agency to provide client services to CRC Prevention and Safety customers including, without limitation former, current and potential first aid and safety learners, instructors, training partners, corporate customers and members of the general public. The goal is to enhance the customer experience, improve service delivery, and support CRC’s mission through responsive, professional, and technology-enabled client services. The Successful Bidder is expected to improve current performance standards (baseline to be established), reduce cost, identify and collaborate to reduce call drivers, improve self-service, integrate use of technology and AI solutions, including IVR, knowledgebase and chat bots to further enhance self-service and customer satisfaction.

For more information: https://www.merx.com/solicitations/open-bids/Contact-Center-Services-Prevention-and-Safety/0000299721?origin=0