Notice Information
Notice Title
Tender for the Provision of Customer Contact Centre Managed Service
Notice Description
Tender is being conducted for the provision of a customer contact centre-managed service for Train Operating Companies (TOCs) Chiltern and Grand Central. This will include providing agents to assist our customers with telesales, web support, passenger assistance, NRE transfer, emails, and refunds. (Retail or Transport experience is required).
Lot Information
Lot 1
Arriva UK Trains (AUKT) is running a tender for the provision of a Customer Contact Centre-managed service on behalf of Train Operating Companies (TOCs) Chiltern and Grand Central. AUKT defines the Customer Contact Centre services as providing seamless support across various communication channels, including phone, and email for, telesales, web aftersales support, assisted travel, transfers from NRE, refund processing for online and telesales and ad hoc overflow for customer relations. The average volume per month for Chiltern is 1000 calls, and for Grand Central's is 1200 calls, across various touch points. The Customer Contact Centre must support various communication channels, including live chat, social media, and the use of AI in responding to basic queries in the future for Grand Central and Chiltern. AUKT requires the service to be able to manage increases/decreases in volumes over time with a multi-skilled team, in order to meet our required SLAs.
Renewal: This would be subject to commercial and performance criteria being achieved. Duration 3 years with an option to extend for an additional 2 years.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-04d696
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/002766-2025
- Current Stage
- Tender
- All Stages
- Tender
Procurement Classification
- Notice Type
- Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Restricted procedure
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
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
- Not specified
Notice Dates
- Publication Date
- 27 Jan 20251 years ago
- Submission Deadline
- 28 Feb 2025Expired
- Future Notice Date
- Not specified
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Active
- Lots Status
- Active
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- ARRIVA UK TRAINS LIMITED
- Contact Name
- Maeve MOLLOY
- Contact Email
- molloym@arrivatrains.co.uk
- Contact Phone
- Not specified
Buyer Location
- Locality
- SUNDERLAND
- Postcode
- SR3 3XP
- Post Town
- Sunderland
- Country
- England
-
- Major Region (ITL 1)
- TLC North East (England)
- Basic Region (ITL 2)
- TLC4 Northumberland, Durham and Tyne & Wear
- Small Region (ITL 3)
- TLC44 Sunderland
- Delivery Location
- Not specified
-
- Local Authority
- Sunderland
- Electoral Ward
- Doxford
- Westminster Constituency
- Houghton and Sunderland South
Further Information
Notice URLs
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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