Call Centre Tenders and Contracts

A call centre tender covers a customer contact centre telephony or CRM platform, an out-of-hours call handling service, or a standalone call centre contract, whether the work is delivered from a physical site or a hosted cloud platform. A one-off phone system upgrade with no service element sits closer to a telecoms tender instead.

Councils and housing associations are the most frequent buyers, usually for a customer contact centre covering council tax, benefits, repairs and general enquiries, or an out-of-hours line for housing and social care residents. Combined authorities occasionally run a shared contact centre across several member councils.

Often, yes. Several of the larger notices in the corpus are direct awards or call-offs under the CCS Network Services framework, since major telephony suppliers hold places there already. A dedicated out-of-hours call handling contract is more likely to go out as a standalone competitive tender.

A call centre tender is customer-facing: residents, tenants or members of the public calling in about council tax, repairs or benefits. An IT service desk supports staff and systems inside the organisation instead, and that work sits on Stotles' IT Contracts and Tenders page rather than here.