Outsourced Contact Centre: Tenders & Procurement Frameworks
The Growing Need for Contact Centre Services in the Public Sector
The public sector has a significant requirement for outsourced contact centre services and technology. Many organisations, including universities, housing authorities, local councils, utility providers, transport authorities like Transport for London, and the NHS, rely on these services to enhance performance and user experience. For example, Transport for London has both in-house and outsourced contact centre services, and is currently running a competitive procurement for a Framework for Contact Centres and Fulfilment Services. The NHS also requires contact centre services and technology, with various NHS trusts awarding contracts for integrated Contact Centre (CC) and Customer Relationship Management (CRM) solutions, as well as clinical reasoning engines to aid call handlers in providing safe, patient-centred care.
Key Frameworks and Procurement Routes for Contact Centre Services
Both central and local government bodies have a need for efficient and effective contact centre solutions. The Crown Commercial Service (CCS) has established a key framework for the sector called the Outsourced Contact Centre and Business Services framework. This framework provides a streamlined route to market for public sector organisations to procure outsourced contact centre services. However, it is worth noting that some public sector bodies have also procured contact centre contracts through the G-Cloud framework, which focuses on cloud-based services and Network Services framework. Additionally, organisations like YPO (Yorkshire Purchasing Organisation) have awarded contact centre contracts through their Multi-Channel Communications framework.
How Thornton & Lowe Can Help with Contact Centre Procurement and Bidding
Thornton & Lowe specialises in helping businesses respond to government tenders. We assist companies in finding relevant tenders and frameworks, such as G-Cloud, the Outsourced Contact Centre and Business Services framework, and YPO's Multi-Channel Communications framework, and provide strategic guidance and bid writing services to help them succeed in winning contracts.
Thornton & Lowe's expertise extends to supporting clients with writing quality responses to tender questions on various aspects of contact centre services, including:
- Service delivery
- Complaint handling and quality control
- Key Performance Indicators (KPIs)
- Resourcing and staff training
- Implementation and disaster recovery
Our team of experienced bid writers and procurement specialists can help clients develop compelling and persuasive responses to these quality and social value questions, ensuring that your bids stand out from the competition and demonstrate your ability to deliver high-quality contact centre services to public sector organisations.
In addition to bid writing support, Thornton & Lowe also assists clients in addressing other important factors in public sector procurement, such as demonstrating social value and meeting carbon reduction targets. By providing comprehensive support throughout the bidding and tendering process, Thornton & Lowe helps businesses increase their chances of success in winning lucrative public sector contact centre contracts.
Prefer to discuss?
Contact us todayCCS Outsourced Contact Centre and Business Services Opportunities
The Crown Commercial Service (CCS) agreement RM6181, effective from 10 August 2021 to 9 August 2025, facilitates Outsourced Contact Centre and Business Services across two key lots:
- Lot 1: Contact Centres (14 suppliers) - Offers fully outsourced services including web chat, social media, and voice contact, plus Transformation Consultancy.
- Lot 2: Business Services (7 suppliers) - Provides outsourcing for HR, financial accounting, payroll, and source-to-pay.
This agreement includes 17 suppliers and runs for four years, with a recommended call-off term of up to seven years to maximise outsourcing value, though there is no minimum call-off length.
Key Benefits:
- Competitive supply of Business Process Outsourcing (BPO) and Contact Centre services.
- Three routes to market: further competition, further competition with dialogue, and direct award.
- Use of Expressions of Interest (EOI) to refine supplier lists during tender stages.
- Price transparency and flexible charging structures to encourage competition.
- Support for reducing manual processes and enhancing user experience through RPA.
- Updated CCS public sector contract terms aligned with the Cabinet Office Sourcing Playbook.
- Social value evaluated in line with PPN 06/20.
- Opportunities to optimise workflows across multiple contracts for managing contact centre activity peaks and troughs.
Preparation for Bidders:
- Key Staff: Skills, experience, and qualifications.
- KPIs and Service Levels: Approach to meeting and measuring these.
- Implementation Plans and Testing: Detailed plans.
- Security and Information Governance: Ensuring data security and compliance.
- Exit Management: Transition strategies at contract end.
- Business Continuity: Ensuring service delivery during unexpected events.
- Certifications: Cyber Essentials certification and Carbon Reduction Plan.
- References and Case Studies: Documented examples of previous work.
This thorough preparation will demonstrate your ability to meet contract requirements effectively.
