Customer Contact Centre
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Key information
Overview
GTR is seeking to appoint a provider to deliver the contact help desk services. Provision of outsourced customer contact centre services. The service operates in a demand-led environment, with resource requirements varying in response to customer contact volumes, operational disruptions, service changes and other ad hoc or unplanned events.
Procurement Act 2023
Direct award GTR has considered whether a competitive procurement exercise should be undertaken. However, due to ongoing uncertainty regarding the future regionalisation of contact centres, wider rail reform, and the transition of Train Operating Companies into public ownership, there is insufficient clarity regarding future customer service operating models. Conducting a procurement at this stage could result in a solution that does not align with future industry requirements and may not provide value for money. The proposed extension will provide continuity of service, negate a mobilisation period and transition costs, minimise operational disruption, and allow time for the future direction of industry arrangements to become clearer.
Utilities