Call centre

Tender description

Across the public sector billions of pounds are spent every year delivering multi media contact centre services to the general public. Whether it be central government departments delivering essential benefit, tax and advisory services to wider public sector emergency and local authority services, there is a huge volume of contact touching almost all UK residents on a daily basis. The Crown Commercial Service (CCS) is looking for the very best suppliers who can bring highly innovative, transformational and most importantly, scalable services to this public sector framework. With such a broad range of services and customers, CCS is looking to step-change the commercial vehicle available to public sector bodies, so that they can benefit from innovation, channel strategy, self service and optimisation and blending strategies across awarded contracts. In turn these diverse service offerings are anticipated to translate into a radical shift in the existing cost base. CCS plans to let a new framework agreement to include: 1. Full service providers; 2. Niche consultancy services. If you are a UK based national supplier with +200 seats and an ability to scale services quickly, efficiently and across all core channels of voice, web, email and text, we are looking for your interest. It is anticipated that the spend in the full service provider lot could range between 200 000 000 GBP and 700 000 000 GBP. In addition to full service providers CCS is also looking for a small panel of Niche consulting organisations who can work with departments during normal business and at requirement building stage to provide advice and assistance in advances such as: 1. Customer Journey Mapping; 2. Successful Channel Strategies; 3. Supporting Technology; 4. Dynamic Workforce Solutions; 5. Contact Centre Blueprint Design. These suppliers have specific skills in the market surrounding customer excellence and can demonstrate a range of advisory services and commercial flexibility to meet the ever changing customer arena within the public sector. It is anticipated that this requirement will be between 5 000 000 GBP and 20 000 000 GBP in value. It is likely that the OJEU contract notice will be dispatched between November 16 and February 17.