Official UK procurement notice
Tender for the Provision of Customer Contact Centre Managed Service
Authority: ARRIVA UK TRAINS LIMITED (Public body)
What is being bought
Published requirement descriptionTender 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).
CPV: Customer services
The lotProcurement structure
single lot · no lot value publishedLot #1Arriva UK Trains (AUKT) is running a tender for the provision of a Customer Contact…Renewal
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.
Procedure terms & legal framework
From the official record · publisher note attached- Procedure method
- Restricted procedure
- Legal basis
- CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
- Procurement category
- Services
- Notice status
- Closed
- Procurement threshold
- Unspecified in notice
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- No (one-off requirement)
- First published
- 27 Jan 2025, 17:25 GMT
- Last source update
- 27 Jan 2025, 17:25 GMT
- Authority reference
AUKT/ITT/CCC/270125- FTS notice number
2025/S 000-002766- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-04d696Find a Tender
Publisher note: Please confirm your expression of interest via email to [email protected] before the 5:00pm on the 28/02/2025.
How it was run
Official notice- Submission deadline
- 28 Feb 2025, 17:00 GMT
- Submission channel
- {"written"}
- Accepted languages
- en
- Participation fee
- document
Timeline
27 Jan 2025 → 28 Feb 2025 · 2 dates- Notice published27 Jan 2025, 17:25 GMT
- Submission deadline28 Feb 2025, 17:00 GMT
Contracting authority & participating public bodies
Dispute resolution & review bodies
- Arriva UK TrainsReview body
Official documents & specifications
Official links; attachments are not copiedNo document links were published on the notice.