ScotRail Customer Contact Centre

A Utilities Contract Award Notice
by SCOTRAIL TRAINS LIMITED

Source
Find a Tender
Type
Contract (Services)
Duration
3 year (est.)
Value
£9M
Sector
BUSINESS
Published
14 Nov 2025
Delivery
To 13 Nov 2028 (est.)
Deadline
n/a

Concepts

Location

Glasgow

Geochart for 2 buyers and 1 suppliers

2 buyers

1 supplier

Description

ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

Award Detail

1 Teleperformance (Bristol)
  • Num offers: 3
  • Value: £9,309,053

Award Criteria

Specification 10.0
Management Plans 60.0
PRICE 30.0

CPV Codes

  • 79512000 - Call centre
  • 79511000 - Telephone operator services
  • 79510000 - Telephone-answering services
  • 79500000 - Office-support services

Indicators

  • Award on basis of price and quality.

Other Information

(SC Ref:814974)

Reference

Domains