Telemarketing Services Contract

Telemarketing Services Contract

To provide comprehensive telemarketing services to support delivery of the Superfast Business Wales contract.



1 Purchasing Organisation Details


Purchasing Organisation Name and Address

Serco Regional Services Ltd T/A Serco Enterprise

Unit 5, Derriford Business Park, Brest Road,




Rachael Harvey

+44 03716412119


Obtaining Documentation

The documents will be available from Sell2Wales. Please record your interest in the notice to download the documents.


Further Information

Request for further information should be submitted through the Questions and Answers function on Sell2Wales. Please record your interest in the notice to submit a question.


Receipt of Documents

Completed documents should be returned through the Sell2Wales post box facility. Please record your interest in the notice to submit a response.

2 Contract Details





Reference number attributed to the notice by the contracting purchasing organisation



Details of the Main Contract

Published ID: NOV112029

Title: Business Wales – Entrepreneurship and SME Support Service

Purchasing Organisation: Welsh Government


Description of the goods or services required

Business Wales provides a first class business support service to small and medium sized enterprises (SMEs) in Wales on behalf of the Welsh Government, and is funded by the European Regional Development Fund. The service is delivered by Growth Partnership Wales, a partnership of Business in Focus, Antur Teifi and Serco Regional Service Ltd.

Delivered by Serco Regional Services Ltd the Superfast Business Wales is a service element of Business Wales, which started in January 2016. It supports eligible businesses across Wales to understand, adopt and exploit the benefits of Superfast Broadband.

This procurement process is seeking to establish a contract with an organisation to provide comprehensive telemarketing services to support delivery of the Superfast Business Wales contract across Wales. It is essential that any applicant is able to provide Welsh speaking call handlers in order to respond to the language preferences of our customers.

Requirement 1: Awareness Raising

The Superfast Business Wales service is part of Business Wales and helps businesses in Wales to understand, adopt and exploit new technologies which are enabled by the roll out of superfast broadband across the country. In order to raise awareness of the benefits of faster broadband speeds to businesses we are seeking an experienced telemarketing provider to deliver up to 12 calling days per month.

Requirement 2: Lead Generation

In order to maximise return on investment for this activity we will need the calls to identify businesses that are eligible for the business support element of the service and make bookings for events and potentially one to one advice slots with our team of business advisers. The programme is funded through the European Regional Development Fund and, as such, strict eligibility criteria applies which the telemarketer must understand and be able to apply so as to ensure our outputs are met and client expectation is managed.

Requirement 3: Data Cleanse and Marketing Sign-Up

Data will be supplied to the successful organisation by Serco Regional Services Ltd for the purposes of this activity. This data will have been purchased and will therefore have varying degrees of accuracy. A key part of the exercise is to cleanse our data as part of the campaign call so that we are able to upload only clean data into our client tracker system. It may be expected for the successful organisation to input this cleansed data directly into our system. We also want to be able to continue to communicate with these engaged businesses via email or other marketing channels and we will require the successful organisation to ask for an email opt in. Organisations able to provide cleansed SME databases with good coverage across Wales as a part of their offer would be at an advantage for this activity.

Deliverer Profile

The winning bidding organisation will need to demonstrate:

– A clear methodology for delivering a high proportion of positive results from the data rather than large number of calls

– Welsh speaking telemarketers

– Intuitive way of engaging decision makers and structures for calls to engage the decision maker in a confident and professional manner

– The necessary understanding of the service and staff training to deliver high quality calls, which explore fully the client’s needs and overcome objections

– Ability to raise the profile of the service with target businesses when engaging them on calls

– Strong record in engagement of businesses with the services of business support or other professional services via telemarketing

– Good evidence of staff development and training

– Evidence of quality assurance processes to ensure that information is conveyed accurately as well as results achieved

– Systems and processes for managing and securing data

– Management reporting and escalation procedures to deal with any under performance

The successful deliverer will be required to provide the following services:

Calls to key decision makers from data provided by Serco Regional Services Ltd

– Business eligibility check undertaken and records updated accordingly

Each conversation which results in a referral to business support must include:

– Core data check to be undertaken and records updated accordingly

– Contact name and email address

– Company name

– Telephone numbers

– Full postal address

– Status of the company (pre-start, active, ceased or dormant)

– Legal status of the company (Sole trader, Partnership, Limited Liability Partnership, Limited, etc.)

– Office type i.e. head office, branch, subsidiary, only site

– Number of employees

– Marketing opt in yes/no

– Email opt-in

– Detailed notes of conversations with the business to be made in accurate and concise format

– Appointment times to be booked for eligible businesses

– Data will be provided in Microsoft excel to the successful deliverer, it will be required that this data is checked for TPS registration

Access will be granted to the Business Wales Office 365 account to allow the scheduling of business advisor appointments

Overall contract value

Serco will contract with the successful Tenderer and it is anticipated that the contract will be awarded for the period March 2021 to 30 June 2022 subject to regular performance reviews.

The indicative budget for the delivery of the content in this specification will be GBP 34,700 (plus VAT), subject to the uptake of the Service and available funding.

The initial contract may be extended subject to successful performance, availability of funding and on basis that it will not infringe Serco Procurement requirements

This activity is funded by the European Regional Development Fund through the Welsh Government.

NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at


Notice Coding and Classification

79340000 Advertising and marketing services
79342000 Marketing services
79342100 Direct marketing services

100 UK – All
1000 WALES
1010 West Wales and The Valleys
1011 Isle of Anglesey
1012 Gwynedd
1013 Conwy and Denbighshire
1014 South West Wales (Carmarthenshire, Pembrokeshire, Ceredigion)
1015 Central Valleys (Merthyr Tydfil, Rhondda Cynon Taf)
1016 Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)
1017 Bridgend and Neath Port Talbot
1018 Swansea
1020 East Wales
1021 Monmouthshire and Newport
1022 Cardiff and Vale of Glamorgan
1023 Flintshire and Wrexham
1024 Powys

3 Administrative Information


Type of Procedure

Single stage – Any candidate may submit a tender.


Time Limits

Time-limit for receipt of completed tenders
08-03-2021  Time  12:00

Estimated award date 26-03-2021


Tender Submission Postbox

The awarding purchasing organisation has indicated that it will accept electronic responses to this notice via the Tender Submission Postbox facility. Further details are available at
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. The postbox closes precisely at the time stated.

4 Other Information


Additional Information

The successful organisation will be required to sign up to the Serco Supplier Code of Conduct, a copy of which is available with the tender document. In addition the successful organisation will receive a contract from Serco and these terms and conditions are also available with the tender document. Any queries with the content of the terms and conditions must be raised prior to submitting the tender document. Should Serco be required to sign any agreement or paperwork if you were successful, then the details must be supplied as part of your tender submission. The deadline for clarification questions is 12pm 3rd March 2021.

Sub-contracting opportunities published on Sell2Wales are business-to-business transactions and are not subject to the normal public sector and EU rules regarding procurement. The Welsh Government does not accept responsibility or liability for the content, evaluation or award of sub-contracting opportunities.

(WA Ref:108137)

Relates to the following project/programme financed by EU Community Funds: Business Wales – Entrepreneurship and SME Support Service funded by European Regional Development Fund


Additional Documentation

043-2021-P-BWAL ITT
Terms and Conditions (Extract) March 2017


Publication date of this notice


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