Expression of Interest for Provision of Customer Relations Service Provider

NOTE: EXPRESSION OF INTEREST CLOSES 12th April 2021

PQQ -forecasted date of issue- 13th April 2021

Further information is contained within the Expressions of Interests file attached.

GTR currently have an outsourced contact centre solution which operates between the hours of 07:00 - 22:00, Monday - Friday. This contract commenced in 2015 and there have been multiple business changes since the inception of the contract. The business has recently invested in its own CRM tool within Microsoft Dynamics which has been implemented and stabilised over the past 18 months.

There are multiple avenues of customer contact including whitemail, email, webforms and telephone which support a variety of business functions including refunds, retail, assisted travel and delay repay.

The purpose of this tender is to gain a partner to help GTR deliver a best in class customer contact centre solution that will deliver:-

NOTE: 17th March 2021- EOI

Please note the EOI incorrectly states the service is Monday to Friday. The actual service is 7 (seven) days a week. The operating hours are the same each day - 7am to 10pm.

Additional information: 16.03.2021

We have experienced some issues with the e-mail account. These have now been resolved.

Please send your expression of interests to:

adrian.jones@gtrailway.com

In the unlikely event the problem reoccurs, to ensure your expression of interest in captured, can you please CC:

nicole.conyers@gtrailway.com

many thanks.