SC230157 - Contact Centre Services

Concepts

• call centre
• maidstone
• contact centre services
• efficient service
• kcc’s customer contacts
• 7 days a week service provision
• a contact centre
• contacts
• relevant targets
• essential provision

Location

Kent:

Geochart for 1 buyers and 0 suppliers

Kent County Council

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Leaflet | Map tiles by Stamen Design, under CC BY 3.0. Data by OpenStreetMap, under ODbL.

Description

Kent County Council are seeking a supplier to provide contact centre services to the residents of Kent to commence April 2026. We are seeking a supplier that will deliver a high quality, value for money and efficient service to the residents of Kent. They key outcomes from this contract will be: • 24 hours, 7 days a week service provision (essential provision only Out of Hours) • To be the key telephony service for KCC’s customer contacts. • First time resolution where possible. • Emergency calls to be answered as a priority • All contact types to have an answer rate mechanism and target (to be agreed) • Key Performance Indicators to be measured. • A high-quality service which will be measured against a quality framework and relevant targets. • Year on year reduction of non-emergency calls and emails • A contact centre that supports customers in the best interests of the public, harnessing technology to enable them to self-serve or reach their outcome in the quickest possible way.

Total Quantity or Scope

• 24 hours, 7 days a week service provision (essential provision only Out of Hours) • To be the key telephony service for KCC’s customer contacts. • First time resolution where possible. • Emergency calls to be answered as a priority • All contact types to have an answer rate mechanism and target (to be agreed) • Key Performance Indicators to be measured. • A high-quality service which will be measured against a quality framework and relevant targets. • Year on year reduction of non-emergency calls and emails • A contact centre that supports customers in the best interests of the public, harnessing technology to enable them to self-serve or reach their outcome in the quickest possible way.

Renewal Options

Initial term of the contract will be for 4 years with the potential to extend for up to 3 years.

CPV Codes

• 79512000 - Call centre

Indicators

• This is a one-off contract (no recurrence)
• Renewals are available.

Other Information

All Expressions of Interest must be registered via the Kent Business Portal https://www.kentbusinessportal.org.uk/ and all interested candidates must submit a Selection Questionnaire via the Kent Business Portal by noon 19th March 2024. ** PREVIEW NOTICE, please check Find a Tender for full details. **