Tender

KCL-00001291 Big MACC [Marketing & Admissions Contact Centre]

KING'S COLLEGE LONDON

This public procurement record has 1 release in its history.

Tender

18 Dec 2020 at 12:24

Tender Notice
Summary of the contracting process

King's College London is currently seeking suppliers for the "KCL-00001291 Big MACC [Marketing & Admissions Contact Centre]" tender. This procurement process falls under the services industry, specifically focused on call centre operations. The tender was published on 18th December 2020 and is in the active tender stage with a deadline for submissions set for 18th January 2021. The successful contract will commence on 1st April 2021 and will last until 31st March 2024. The estimated value of this procurement is between £3 million and £3.5 million, and it will be conducted through an open procedure, allowing for broad participation.

This tender presents a significant opportunity for businesses specialising in call centre services, particularly those with experience in customer engagement and support for educational institutions. Companies that can demonstrate capabilities in proactive communication, enquiry management, and integration with existing marketing campaigns will be well-positioned to compete. The growing demand for efficient admissions support, especially given the increase in enquiries from prospective students, positions this contract as a promising avenue for business growth for SMEs in the sector.

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Notice Information

Notice Title

KCL-00001291 Big MACC [Marketing & Admissions Contact Centre]

Notice Description

During May - September 2020 King's Brand & Marketing Department set up two externally-run contact centres undertaking conversion and completion activity to offer holders on a one to one basis, at scale. The pilot is considered to have been a success, and as a result there is now a requirement for this to continue on a longer-term basis. There is also the opportunity to address the significant customer service challenges experienced by our Admissions team in recent years. The demand for contact by prospective students (approaching 200,000 email, telephone, Admissions Portal messages) has increased consistently in recent years, leading to an average response time of at least 2-3 weeks in 2020 and consequently complaints, negative social media and increasing frustration for offer holders as they have sought answers to their queries through multiple channels. Admissions have determined that c.85% emails/telephone calls and c.50% portal messages could be addressed through the contact centres, enabling admissions staff to focus on added-value activities such as offer making. As a result King's is looking to appoint one or more suppliers to provide the following services for a minimum 3 year period: o Proactive outbound engagement with King's undergraduate, taught postgraduate and foundation offer holders on a 1-2-1 basis, providing information, advice and reassurance to support their journey through to enrolment; o Reactive enquiry management for prospective students and influencers on a 1-2-1 basis to support their journey from initial enquiry through application, offer, acceptance and enrolment. The appointed supplier will be required to work as an extension of King's Brand & Marketing and Admissions departments, providing a service that integrates into and complements the marketing campaigns and admissions service that King's itself delivers. In addition, as one of the first points of contact for all of King's prospective students the successful supplier will need to absorb, understand and fully represent the King's brand. Additional information: https://www.kcl.ac.uk/aboutkings/orgstructure/ps/procurement/suppliers/etender Funding Type (WEFO or EU) : University funded Is a Recurrent Procurement Type? : Yes

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-c1d960e9-4857-402e-a257-adecc3d7fd6f
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/6409e6b1-434b-45d3-be5f-a1c23c96ae21
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£3,500,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Dec 20205 years ago
Submission Deadline
18 Jan 2021Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Apr 2021 - 31 Mar 2024 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
KING'S COLLEGE LONDON
Contact Name
Gerry Burns
Contact Email
gerry.burns@kcl.ac.uk
Contact Phone
+44 02078484431

Buyer Location

Locality
LONDON
Postcode
SE1 8WA
Post Town
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI45 Lambeth
Delivery Location
TLJ South East (England)
Local Authority
Lambeth
Electoral Ward
Waterloo & South Bank
Westminster Constituency
Vauxhall and Camberwell Green

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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