Contact Centre Services

Concepts

• customer services
• glasgow
• customer contact
• contact centre services
• additional blended work
• web chat
• account processing
• original contract value
• social media channels
• ad-hoc administration work

Location

Description

Modification Notice Original description: 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. Description of the modifications Increase in the overall value of the contract by an additional £3.7M, for final 3 months of the contract. Original contract value increased to £75M on 04/03/2021 Description of the circumstances which rendered the modification necessary and explanation of the unforeseen nature of these circumstances: The Contact Centre Contract has been consumed earlier than intended due to a few additional cost pressures which were not anticipated. The increase in value requested of £3.7M is to enable business as usual to manage demand levels at this time of year. The Regulation 72 (1) a allows an increase such as SLC requires. The increase is less than 50% of the original contract value.

CPV Codes

• 79342300 - Customer services

Other Information

Please follow this link to view the notice https://www.delta-esourcing.com/delta/respondToList.html?noticeId=925744206