Contact Centre Services

Concepts

• call centre
• contact centre services
• contact centre service
• university's call centre operation
• nottingham
• prolonged call centre support
• contact centre service provider
• centre services contract
• mobilisation of the service
• necessary resources

Location

United Kingdom:

Description

A Contact Centre Service provider is required to support the University's call centre operation for the University Clearing process from the 1st July 2021 to 31st August. The university cannot resource the prolonged call centre support that is needed this year, due to the increased uncertainty within the applicant community caused by the Covid-19 impacts on study and examinations. During this period it is anticipated that 20 call handlers will be required, rising to 300 during the 10th to 12th August 2021. Call handlers are required to support on three types of line: Clearing Hotline; Confirmation Hotline; Medicine & Health Sciences Hotline.

Total Quantity or Scope

Contact Centre Services contract to provide the anticipated call handlers, training and the necessary resources to support the transition and mobilisation of the service.

Award Detail

Renewal Options

The term of the agreement may be extended for a further 12 months

Award Criteria

CPV Codes

• 79512000 - Call centre

Indicators

• Options are available.

Legal Justification

Under Regulation 32(2)(a), contracting authorities may award public contracts by a negotiated procedure without prior publication where no tenders, no suitable tenders, no requests to participate or no suitable requests to participate have been submitted in response to an open procedure or a restricted procedure, provided that the initial conditions of the contract are not substantially altered and that a report is sent to the Commission where it so requests. Following an Expression Of Interest to the Commercial Services Framework RM3815, Lot 2 - Contact Centre Services, only two out of the eight suppliers on the framework confirmed their interest to participate. The authority proceeded to conduct a Further Competition via the Crown Commercial Services Framework RM3815, Lot 2 - Contact Centre Services but only received one noncompliant bid from Serco Limited. The authority has considered the options arising as a consequence of the above processes and in light of the time sensitive nature of the required services, the authority thereby sets out its intention to award the contract to Serco Limited through the use of the negotiated procedure without prior publication. The authority has undertaken due care to ensure that the conditions of the contract shall be substantially the same as initial conditions of contract previously advertised under the Further Competition, including the scope/specification of the services and all necessary and applicable reports shall be sent to the Cabinet Office.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **