Customer services

Tender description

TfL are looking to award a number of Framework Agreements to be carried out on behalf of Transport for London (TfL) Contact Centres. The Framework Agreements will include contact handling (defined as an interaction between a customer and a contract centre) and card fulfilment. The 1st 2-batches of work will be packaged into 2 call-off contracts delivering contacts that relate to ticketing (Oyster and Contactless Payment Cards), with a annual volume of between 2 000 000 and 4 000 000 minutes per year and fulfilment of circa 300 000 Oyster cards per year. Note there will be no minimum volumes guarantees in the call-off contracts. The intention is for work to be packaged into small batches and shared across a number of third party suppliers and an internal TfL contact centre. Future batches of work a likely to be awarded from year 2/3 of the Framework.