Contact Centre Services
key details
| Status | active |
|---|---|
| Category (CPV) | 79342300 |
| Deadline | 1 Jan 2021 |
| Contract start | 1 Apr 2021 |
| Contract end | 31 Mar 2025 |
| SME suitable | No |
| OCID | ocds-b5fd17-f8b1faa9-fb18-47a5-b359-2f6bf6f52178 |
description
Modification Notice
Original description: The provision of Customer Services via telephony and potentially other communication channels. In addition they may provide the following: management of customer contact through social media channels, secure messaging and chat-bots; ad-hoc administration work to support account processing; additional blended work to support contact and repayments processing; outbound calling; web chat.
Description of the modifications
Increase in the overall value of the contract by an additional £3.7M, for final 3 months of the contract. Original contract value increased to £75M on 04/03/2021
Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances:
The Contact Centre Contract has been consumed earlier than intended due to a few additional cost pressures which were not anticipated. The increase in value requested of £3.7M is to enable business as usual to manage demand levels at this time of year. The Regulation 72 (1) a allows an increase such as SLC requires. The increase is less than 50% of the original contract value.
documents
- https://www.contractsfinder.service.gov.uk/Notice/7743b1a3-2e3b-4e81-8731-d8bf82a32354 , tenderNotice
- https://www.delta-esourcing.com/delta/respondToList.html?noticeId=925744206 , tenderNotice
Documents are linked, not mirrored. They are served by the publishing authority and may require registration.
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 14 Feb 2025 | Tender (tender) | · | 7743b1a3-2e3b-4e81-8731-d8bf82a32354-826285 |
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source
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