Call centre

Tender description

FSCS is seeking to put in place a customer contact contingency contract with a possibility of ongoing resources to triage calls to the relevant areas, deal with correspondence and update the FSCS system with a scalable service to also cover a large incident or the failure of financial institution resulting in a significant influx of enquiries from the general public. FSCS's in-house team will provide ongoing support to deal with contact activity as well. It is anticipated that the contract shall be for a period of 2 years with the option of up to a 12 months extension. FSCS are interested in hearing ideas from different organisations who can offer increased value through economies of scale, operational efficiencies or alternative methods of delivering the service. FSCS is keen to engage with Suppliers who can demonstrate a strong track record within the UK Public Sector, preferably with similar organisations of FSCS' size, and position. FSCS aims to gain information and know-how through Explorative Meetings. FSCS currently has a small in-house team which deals with business as usual levels of customer contact activity. For further information about this opportunity, please email: procurement@fscs.org.uk to request a prospectus.