---
title: "Audience Services (CF)"
ocid: "ocds-b5fd17-18b857c6-c693-48e1-b039-95984c7baf7c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-18b857c6-c693-48e1-b039-95984c7baf7c"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-18b857c6-c693-48e1-b039-95984c7baf7c.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-18b857c6-c693-48e1-b039-95984c7baf7c.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "THE BRITISH BROADCASTING CORPORATION (BBC)"
published: "2018-04-23"
---

# Audience Services (CF)

Buyer: THE BRITISH BROADCASTING CORPORATION (BBC)  
Current stage: Award  
OCID: ocds-b5fd17-18b857c6-c693-48e1-b039-95984c7baf7c

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## Summary

The British Broadcasting Corporation (BBC) has successfully awarded a contract titled "Audience Services (CF)" valued at £35 million, which is classified under the Call Centre services category. The award took place on 16 April 2018, with the contract commencing on 1 April 2019 and set to conclude on 31 March 2026. The procurement method employed was selective, utilising a negotiated procedure. This tender was open for submissions until 10 July 2017.

This contract presents significant growth opportunities for businesses experienced in call centre operations and customer service management. Companies with capabilities in handling diverse forms of public engagement—including complaints, technology support, and general enquiries—are particularly well-suited to compete for such contracts. As the BBC interacts with the public through several channels, including traditional methods and emerging platforms, suppliers adept in these areas could enhance service delivery and contribute to the BBC's mission of maintaining high standards of audience engagement.

## Notice

BBC Audience Services is the 'front door' for the public when contacting the BBC. The contact centre covers a wide range of services for the BBC - 17 in all - ranging from the high profile Complaints service (regulated by Ofcom) through technology support services (such as Reception Advice and iPlayer support) to more light-hearted and heart-warming services (such as Enquiries or Appreciations). We are available to the public 24 hours a day, 7 days a week and 365 days a year, utilising various contact channels - both traditional (phone, webform, letters) and emerging (webchat, social media).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/db8932c0-8d95-4977-acda-43b2964c9421 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Negotiated procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 23 Apr 2018 |
| Submission deadline | 10 Jul 2017 |
| Future notice date | Not specified |
| Award date | 15 Apr 2018 |
| Contract period | 31 Mar 2019 - 31 Mar 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £35,000,000 |
| Lots value | Not specified |
| Awards value | £35,000,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE BRITISH BROADCASTING CORPORATION (BBC) |
| Locality | LONDON |
| Post town | West London |
| Postcode | W12 7TQ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI33 Kensington & Chelsea and Hammersmith & Fulham |
| Local authority | Hammersmith and Fulham |
| Electoral ward | College Park & Old Oak |
| Westminster constituency | Ealing Central and Acton |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CAPITA BUSINESS SERVICES |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 23 Apr 2018 at 07:08 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/db8932c0-8d95-4977-acda-43b2964c9421

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/db8932c0-8d95-4977-acda-43b2964c9421
  23rd April 2018 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.bbc.co.uk/supplying

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-18b857c6-c693-48e1-b039-95984c7baf7c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-18b857c6-c693-48e1-b039-95984c7baf7c.json.