National Contact Centre

NHSBT is seeking the provision of an omni channel National Contact Centre (NCC) solution focused on providing the right solution for our existing and prospective donors via their channel of their choice at a time of their choosing. <br/><br/>We are looking for any potential provider to be able to demonstrate a strong record in delivering an integrated omni channel services including inbound and outbound calls, interactive messaging, social media, push messaging along with any experience of delivering effective channel deflection and digital solutions to meet the needs of a large and dedicated donor base, seamlessly facilitating the needs of existing and prospective Whole Blood, Plasma, Platelets and NHS Organ Donor Register (ODR) service users. <br/><br/>We are seeking discussions with suppliers to be able to provide NHSBT with best practice in the industry with regards to contact centre solutions to drive high quality, efficient and appropriate contacts with our Blood and Organ Donors, with recognition of the critically important role our service delivery provides in maintaining stocks across the NHS. <br/><br/>Contacts relate to appointment booking, queries, new donor registration, online technical support, administration and update of existing donor records and medical issues including responses to marketing campaigns. Effective Donor complaint handling and integration with current and future NHSBT systems.<br/><br/>***The estimated value is between £25-50M the value above is an average of this estimate*****<br/><br/>NHS BT will be holding Market engagement events week commencing 05/02/2024 if you would like to take part please submit an expression of interest on the attached form<br/><br/>https://forms.office.com/Pages/ResponsePage.aspx?id=jxsa4VKPCEaPdkZ_8dNMlt3O8Y_Zn4BFuZ2nKcsKF3RUQzk1VlNYVTVBVDBVWTA0SFFBUU4xREhCTS4u&embed=true