Closed

Tender for the Provision of Customer Contact Centre Managed Service

ARRIVA UK TRAINS LIMITED · Value not published · closes 28 Feb 2025

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Estimated value

Closed

Deadline

27 Jan 2025

Published

This tender has closed.

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About this contract

Tender 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).

Key dates

Published27 Jan 2025
Submission deadline28 Feb 2025 Add to calendar ↓

Source

Source notice on Find a TenderView ↗

Lot — bid on it if it fits

This contract has one lot. Bid if it suits your firm.

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.Value not published

Who to contact

NameMaeve MOLLOY
Emailmolloym@arrivatrains.co.uk

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