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Awarded contract

ScotRail Customer Contact Centre

Details

Buyer
ScotRail Trains Limited
Supplier(s)
Teleperformance Limited
Value
£9,309,053
Topic
Office-support services
Published
14 November 2025
Source
uk:find_a_tender

Tender description

ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future Lot 1: ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

Timeline

  1. Award date7 October 2025
  2. Award published14 November 2025
    Current notice

About the buyer

ScotRail Trains Limited operates Scotland's passenger rail network, a publicly owned train operator under Scottish Rail Holdings. Scottish Rail Holdings, wholly owned by the Scottish Government, took over passenger services from the previous franchise in April 2022. Transport Scotland sponsors the company on behalf of Scottish Ministers. A Framework Agreement between Scottish Ministers and Scottish Rail Holdings sets the terms within which the company operates.

Over the past 5 years, most of ScotRail Trains Limited's contract awards have been in transport equipment, repair and maintenance and installation services.

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