PRO004931-Services-Contract-Contact Centre Resources
- Published
- 21 November 2025
- Place of performance
- UKD
- Procedure
- Restricted procedure
- Lots
- 1
- Notice number
- 076056-2025
- Reference
- ocds-h6vhtk-05866e
- Official source
- Official source
CPV codes
- 79510000Telephone-answering services
Description
The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods. The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels. The agreement includes a comprehensive service proposal, covering: • Staffing and training model • Technology stack (IT and telephony setup) • Governance and reporting structure • Quality assurance approach • Supplier readiness for mobilisation ahead of January billing peak
Awards
| Awarded to | Amount | Date |
|---|---|---|
| CONCENTRIX TSC UK LTD | — | 20 November 2025 |
Official publications
- FTS · 076056-2025 · 21 November 2025
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Frequently asked questions
- Who is the buyer of this tender?
- The contracting authority is United Utilities Water Limited (United Kingdom).
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