Outsourced Contact Centre Procurement
Contract for New Contact Centre services dealing with Inbound and Outbound multi-channel engagements.
United Kingdom-London: Call centre
2016/S 115-204273
Contract notice
Services
Directive 2014/24/EU
Section I: Contracting authority
I.1)Name and addresses
1 Silchester Road
London
W10 6EX
United Kingdom
Contact person: Mark Thurlow
Telephone: +44 7950786895
E-mail: markthurlow@ncstrust.co.uk
NUTS code: UK
Internet address(es):Main address: http://www.ncsyes.co.uk
Address of the buyer profile: http://www.mytenders.org/search/Search_AuthProfile.aspx?ID=AA28848
I.3)Communication
I.4)Type of the contracting authority
I.5)Main activity
Section II: Object
II.1.1)Title:
National Citizen Service — New Outsourced Contact Centre Procurement.
II.1.2)Main CPV code
II.1.3)Type of contract
II.1.4)Short description:
Contract for New Contact Centre services dealing with Inbound and Outbound multi-channel engagements.
II.1.5)Estimated total value
II.1.6)Information about lots
II.2.2)Additional CPV code(s)
II.2.3)Place of performance
NCS Trust Offices are in London, UK. Potential Service Suppliers must be able to attend regular and impromptu meetings at the main London Office over the full span of the contractual provision.
II.2.4)Description of the procurement:
We intend to appoint a single outsourced Contact Centre Service Provider (CCSP) to provide both inbound and outbound multi-channel communications. The services will run for a term of approximately 2 years; expiring in October 2018, with the potential for an extension of up to 2 years.
We invite tenders from bidders who can handle high volumes and customer facing activities. Our primary focus for the Contact Centre is signing up Young People onto the NCS programme, taking payment and responding to programme related enquiries, while also handling queries from parent/guardians.
II.2.5)Award criteria
II.2.6)Estimated value
II.2.7)Duration of the contract, framework agreement or dynamic purchasing system
II.2.10)Information about variants
II.2.11)Information about options
II.2.13)Information about European Union funds
Section III: Legal, economic, financial and technical information
III.1.2)Economic and financial standing
III.1.3)Technical and professional ability
III.2.2)Contract performance conditions:
See details in the tender documentation.
III.2.3)Information about staff responsible for the performance of the contract
Section IV: Procedure
IV.1.1)Type of procedure
IV.1.8)Information about the Government Procurement Agreement (GPA)
IV.2.2)Time limit for receipt of tenders or requests to participate
IV.2.4)Languages in which tenders or requests to participate may be submitted:
IV.2.6)Minimum time frame during which the tenderer must maintain the tender
IV.2.7)Conditions for opening of tenders
NCS Trust Head Office as detailed in 1.1.
Programme Manager, Operations Director and any other authorised officer of the NCS Trust.
Section VI: Complementary information
VI.1)Information about recurrence
VI.3)Additional information:
Note: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site athttp://www.myTenders.org/Search/Search_Switch.aspx?ID=177349
The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available athttp://www.myTenders.org/sitehelp/help_guides.aspx
Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.
(MT Ref: 177349).
VI.4.1)Review body
1 Silchester Road
London
W10 6EX
United Kingdom
Telephone: +44 07950786895Internet address:http://www.ncsyes.co.uk
VI.5)Date of dispatch of this notice:
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