--- title: "KCL-00001291 Big MACC [Marketing & Admissions Contact Centre]" ocid: "ocds-b5fd17-c1d960e9-4857-402e-a257-adecc3d7fd6f" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c1d960e9-4857-402e-a257-adecc3d7fd6f" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c1d960e9-4857-402e-a257-adecc3d7fd6f.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-c1d960e9-4857-402e-a257-adecc3d7fd6f.json" source: "Contracts Finder" current_stage: "Tender" buyer: "KING'S COLLEGE LONDON" published: "2020-12-18" --- # KCL-00001291 Big MACC [Marketing & Admissions Contact Centre] Buyer: KING'S COLLEGE LONDON Current stage: Tender OCID: ocds-b5fd17-c1d960e9-4857-402e-a257-adecc3d7fd6f [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-c1d960e9-4857-402e-a257-adecc3d7fd6f) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-c1d960e9-4857-402e-a257-adecc3d7fd6f.json) ## Summary 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. ## Notice 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 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/6409e6b1-434b-45d3-be5f-a1c23c96ae21 | | 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 | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 18 Dec 2020 | | Submission deadline | 18 Jan 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 1 Apr 2021 - 31 Mar 2024 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £3,500,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | KING'S COLLEGE LONDON | | Locality | LONDON | | Post town | South East London | | Postcode | SE1 8WA | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI45 Lambeth | | Local authority | Lambeth | | Electoral ward | Waterloo & South Bank | | Westminster constituency | Vauxhall and Camberwell Green | | Delivery location | TLJ South East (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 18 Dec 2020 at 12:24 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/6409e6b1-434b-45d3-be5f-a1c23c96ae21 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/6409e6b1-434b-45d3-be5f-a1c23c96ae21 18th December 2020 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/kcl/aspx/ Additional information on how to apply for this contract ## Notice URLs - https://www.kcl.ac.uk/aboutkings/orgstructure/ps/procurement/suppliers/etender ## 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-c1d960e9-4857-402e-a257-adecc3d7fd6f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c1d960e9-4857-402e-a257-adecc3d7fd6f.json.