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Contact Centre Services

Student Loans Company

This public procurement record has 3 releases in its history.

AwardUpdate

13 Feb 2025 at 19:05

Award Notice
AwardUpdate

07 Jun 2023 at 12:05

Award Notice
Award

11 Mar 2021 at 14:24

Award Notice
Summary of the contracting process

The Student Loans Company Limited is currently in the award and contract update stages for the procurement of Contact Centre Services. This contract, valued at £78.7 million and with a CPV classification of 'Customer services' (79342300), covers the provision of customer service support via telephony and other communication channels such as social media, secure messaging, chatbots, and web chat. The contract, originally worth £50.6 million, has seen an increase due to unanticipated cost pressures and is expected to be active for a duration of 1440 days. The procurement process utilised a limited procedure without prior publication, conducted under the Crown Commercial Services framework RM3815. The contract was signed on 4th March 2021 and will cater to locations across the United Kingdom.

This tender offers substantial opportunities for businesses involved in the customer service industry, particularly those experienced in managing multi-channel communication strategies. Large-scale enterprises with robust telecommunication capabilities and adaptable service frameworks stand to benefit from participating in this project, especially considering the scale and duration of the contract. Potential suppliers can leverage their expertise in handling diverse customer interactions and support functions, such as outbound calling and ad-hoc administration, to secure a foothold in this lucrative area. The collaboration with the Student Loans Company Limited, an established public body, further underscores the potential for stability and growth in this business endeavour.

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Notice Information

Notice Title

Contact Centre Services

Notice 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 chatbots *ad-hoc administration work to support account processing *additional blended work to support contact and repayments processing *outbound calling *web chat

Lot Information

Lot 1

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.

Options: Option to extend the contract for 2 periods of 12 months following the initial contract period

Procurement Information

The procurement exercise took the form of a mini-competition utilising an existing framework, RM3815 Contact Centre Services, put in place by Crown Commercial Services, this framework was awarded in compliance with the Public Contracts Regulations 2015

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-029ac9
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/005036-2025
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79342300 - Customer services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£204,300,000 £100M-£1B

Notice Dates

Publication Date
13 Feb 20251 years ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
4 Mar 20215 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Student Loans Company
Additional Buyers

Student Loans Company Limited

Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
GLASGOW
Postcode
G5 8DF
Postcode Area
Glasgow
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM3 West Central Scotland
Small Region (ITL 3)
TLM32 Glasgow City
Delivery Location
Not specified
Local Authority
Glasgow City
Electoral Ward
Govan
Westminster Constituency
Glasgow South West

Supplier Information

Number of Suppliers
1
Supplier Name

Teleperformance Limited

Further Information

Open Contracting Data Standard (OCDS)

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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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