Provision of a Central Telephony Operator Service (CTOPS) for FCDO

Tender description

Called off from Lot 2: Contact Centre Services of Crown Commercial Service's RM3185 Contact Centre Services framework agreement. 24 month contract with 2 x 1 year extension options. FCDO require a Central Telephony Operator Service for the provision of call handling Services for the FCDO "General Enquiries" number and the Legalisation Office "General Enquiries" number. FCDO "General Enquiries": the Supplier will be responsible for answering calls from members of the general public and routing to a named user or department within FCDO. Legalisation Office "General Enquiries": the Supplier will be responsible for answering calls and providing advice on applications, answering general enquiries and assisting with payment queries. The Service will also take into account FCDO's need for additional surge staff to handle increase in-bound telephone calls during crisis periods.