Transport for London Contact Centre Outsourced Services

Transport for London Contact Centre Outsourced Services

To raise market awareness of a future requirement and to invite interested suppliers to register their interest in participating in the Market Sounding Questionnaire as well as attending a potential Bidder Event.

Contact Centre Outsourced Services FWC

Contract summary

 

Industry

  • Business services: law, marketing, consulting, recruitment, printing and security – 79000000

Location of contract

England

Procurement reference

TFL001-DN549230-21280716

Published date

28 June 2021

Closing date

15 July 2021

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

 

Description

This Prior Information Notice is not a call for competition nor a part of a formal procurement process. The main aim of this Prior Information Notice is to raise market awareness of a future requirement and to invite interested suppliers to register their interest in participating in the Market Sounding Questionnaire (MSQ) as well as attending a potential Bidder Event which will take place in September.The new Transport for London (TfL) Contact Centre Outsourcing Framework will provide route to market to re-tender outsourced contracts in a timely manner to suppliers who can provide the service at the required quality and competitive cost.

Note there will be no minimum volumes guarantees in the call off contracts.

The intention is for work to be allocated into separate batches (lots ) and shared across a number of third party suppliers. Information about the lots will be given at a later stage of the procurement process.

These outsourced contracts will successfully provide customer service to circa 3 million customers per year over three main channels which are: contact handling (defined as an interaction between a customer and a contact centre) by answering phone enquiries, written customer correspondence and the fulfilment requests such as posting Oyster cards. Contracted services cover but are not limited to well established Oyster card enquiries, the increasing use of Contactless Payment Card on the TfL network as well as Santander Cycle Hires.

two.3) Estimated date of publication of contract notice

 

How to apply

Follow the instructions given in the description or the more information section.

 

About the buyer

 

Contact name

Contact Centre Services

Address

Palestra
197 Blackfriars Road
London
SE1 8NJ
United Kingdom

Email

Contactcentreservices@tfl.gov.uk

Website

https://tfl.gov.uk