Contact Centre Services
A Contract Award Notice
by STUDENT LOANS COMPANY LIMITED
- Source
- Find a Tender
- Type
- Contract (Services)
- Duration
- not specified
- Value
- £60M
- Sector
- PROFESSIONAL
- Published
- 11 Mar 2021
- Delivery
- not specified
- Deadline
- n/a
Concepts
Location
UNITED KINGDOM
2 buyers
- Student Loans Glasgow
1 supplier
- Teleperformance Bristol
Description
The provision of Customer Services via telephony and potentially other communication channels, in addition they may provide the following: •management of customer contact through social media channels, secure messaging and chatbots •ad-hoc administration work to support account processing •additional blended work to support contact and repayments processing •outbound calling •web chat
Award Detail
| 1 | Teleperformance (Bristol)
|
Renewal Options
Option to extend the contract for 2 periods of 12 months following the initial contract period
Award Criteria
| Technical capability | 30.0 |
| Resource Management | 20.0 |
| Demand management | 10.0 |
| Service Levels | 5.0 |
| Implementation / Mobilisation | 5.0 |
| Total Cost | 25.0 |
| Maximum percentage at risk | 5.0 |
CPV Codes
- 79342300 - Customer services
Indicators
- Options are available.
Legal Justification
The procurement exercise took the form of a mini-competition utilising an existing framework, RM3815 Contact Centre Services, put in place by Crown Commercial Services, this framework was awarded in compliance with the Public Contracts Regulations 2015
Other Information
To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=576457725 GO Reference: GO-2021311-PRO-17913040
Reference
- FTS 004952-2021