Tender for the Provision of Customer Contact Centre Managed Service

Concepts

• customer services
• sunderland
• customer relations
• customer contact centre managed service
• the customer contact centre services
• a customer contact centre-managed service
• managed
• manage
• grand central
• various touch points

Location

United Kingdom: The managed service needs to provide agents within the UK or EU

Description

Tender is being conducted for the provision of a customer contact centre-managed service for Train Operating Companies (TOCs) Chiltern and Grand Central. This will include providing agents to assist our customers with telesales, web support, passenger assistance, NRE transfer, emails, and refunds. (Retail or Transport experience is required).

Total Quantity or Scope

Arriva UK Trains (AUKT) is running a tender for the provision of a Customer Contact Centre-managed service on behalf of Train Operating Companies (TOCs) Chiltern and Grand Central. AUKT defines the Customer Contact Centre services as providing seamless support across various communication channels, including phone, and email for, telesales, web aftersales support, assisted travel, transfers from NRE, refund processing for online and telesales and ad hoc overflow for customer relations. The average volume per month for Chiltern is 1000 calls, and for Grand Central's is 1200 calls, across various touch points. The Customer Contact Centre must support various communication channels, including live chat, social media, and the use of AI in responding to basic queries in the future for Grand Central and Chiltern. AUKT requires the service to be able to manage increases/decreases in volumes over time with a multi-skilled team, in order to meet our required SLAs.

Renewal Options

This would be subject to commercial and performance criteria being achieved. Duration 3 years with an option to extend for an additional 2 years.

CPV Codes

• 79342300 - Customer services

Indicators

• This is a one-off contract (no recurrence)
• Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** Please confirm your expression of interest via email to molloym@arrivatrains.co.uk before the 5:00pm on the 28/02/2025.