---
title: "Contact Centre Services"
ocid: "ocds-h6vhtk-029ac9"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-029ac9"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-029ac9.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-029ac9.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "STUDENT LOANS COMPANY"
published: "2025-02-13"
---

# Contact Centre Services

Buyer: STUDENT LOANS COMPANY  
Current stage: Award  
OCID: ocds-h6vhtk-029ac9

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-029ac9)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-029ac9.json)

## Summary

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.

## Notice

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

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/005036-2025 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 Feb 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 4 Mar 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £204,300,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | STUDENT LOANS COMPANY |
| Additional buyers | STUDENT LOANS COMPANY LIMITED |
| Locality | GLASGOW |
| Post town | Glasgow |
| Postcode | G2 7JD |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Govan |
| Westminster constituency | Glasgow South West |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TELEPERFORMANCE |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services

## Release History

- 13 Feb 2025 at 19:05 - AwardUpdate - Award Notice - https://www.find-tender.service.gov.uk/Notice/005036-2025
- 7 Jun 2023 at 11:05 - AwardUpdate - Award Notice - https://www.find-tender.service.gov.uk/Notice/016114-2023
- 11 Mar 2021 at 14:24 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/004952-2021

## Notice URLs

- http://www.GOV.UK/slc
- http://www.gov.uk/slc
- http://www.teleperformance.com
- https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=925744206

## 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-h6vhtk-029ac9. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-029ac9.json.