ScotRail Customer Contact Centre

Concepts

• call centre
• glasgow
• contact centre services
• b2c and b2b customers
• its customer relations
• a fully managed customer contact centre
• our customers
• our contact centre
• scotrail customer contact centre
• scotrail

Location

Glasgow

Description

SRT invites prospective suppliers to participate in this procurement process for a fully managed customer contact centre. SRT is looking to procure contact centre services to enhance its customer relations, smartcard helpline, delay repay and tele sales operations serving B2C and B2B customers. SRT is looking for an innovative partner who, during the life of the contract, can help modernise our contact centre and the methods we use to communicate with our customers. Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Oppor... Suppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline.

Renewal Options

The proposed contract term is three years initially to 31 March 2028 with four optional 12 month extensions with an end date of 31 March 2032. ScotRail reserves the right to take these extension options in multiple allocations of 12 months.

CPV Codes

• 79512000 - Call centre
• 79511000 - Telephone operator services
• 79510000 - Telephone-answering services
• 79500000 - Office-support services

Indicators

• Bids should cover the whole contract.
• Renewals are available.
• Award on basis of price and quality.

Other Information

Suppliers can access the procurement documentation and the full scope of services via our e-sourcing procurement portal https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Oppor... Suppliers who are interested are required to submit a complete pre-qualification questionnaire by the stated deadline ScotRail Trains Ltd is a wholly owned subsidiary of Scottish Rail Holdings Limited “SRH” (Company Number SC548826), which itself is wholly owned by the Scottish Ministers. SRT has been established to fulfil the Scottish Ministers’ obligation, under Section 30 of the Railways Act 1993 (as amended), to maintain the provision of rail services for the carriage of passengers. The use of this service could be extended to SRH or its other subsidiaries in the future. Community benefits are included in this requirement. For more information see: https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-pr... A summary of the expected community benefits has been provided as follows: To be evaluated further at ITN stage but minimum requirements will be: - Living Wage - Diversity & Inclusion policies - Promotion of local employment including Graduates & Apprenticeships where appropriate - Sustainable practices & Environmental Management - SME & Supported Business Engagement where appropriate (SC Ref:759207)