Tender for the Provision of Customer Contact Centre Managed Service
Published
Buyer
Description
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). Lot 1: 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.
Timeline
Publish date
4 days ago
Close date
in 28 days
Buyer information
Arriva PLC
- Contact:
- Maeve MOLLOY
- Email:
- molloym@arrivatrains.co.uk
Explore contracts and tenders relating to Arriva PLC
Go to buyer profileNotice topic
Source
"Find-a-Tender"To save this opportunity, sign up to Stotles for free.
Save in appTender tracking
Access a feed of government opportunities tailored to you, in one view. Receive email alerts and integrate with your CRM to stay up-to-date.
Proactive prospecting
Get ahead of competitors by reaching out to key decision-makers within buying organisations directly.
360° account briefings
Create in-depth briefings on buyer organisations based on their historical & upcoming procurement activity.
Collaboration tools
Streamline sales workflows with team collaboration and communication features, and integrate with your favourite sales tools.
Explore similar tenders and contracts
Browse open tenders, recent contract awards and upcoming contract expiries that match similar CPV codes.
- Closed
All In Member Services Hub delivery partner
Arts Council England170,000 GBPPublished 22 days ago
- Closed
Ground/on-board services for Eurostar Trains and Lounges
EUROSTAR GROUP1,486,000,000 EURPublished 3 months ago
- Closed
Workshop Productivity Improvement Plan
Metropolitan Police Service10,000 GBPPublished 3 months ago
- Closed
Provision of Out of Hours Telephone Service
Aster Property Limited792,000 GBPPublished 4 months ago
Explore other contracts published by Arriva PLC
Explore more open tenders, recent contract awards and upcoming contract expiries published by Arriva PLC.
- Closed
Marketing Services for XC Trains Limited (CrossCountry) & The Chiltern Railway Company Limited (Chiltern)
Arriva PLCPublished a month ago
- Closed
Tender for the Supply of Workshop Tools and Consumables to Arriva
Arriva PLC1,400,000 GBPPublished 8 months ago
- Closed
Outsourced Delay Repay Software for XC Trains Limited (CrossCountry) & Grand Central Railway Company Limited (GC)
Arriva PLC1,100,000 GBPPublished 2 years ago
Explore more suppliers to Arriva PLC
Sign upExplore top buyers for public sector contracts
Discover open tenders, contract awards and upcoming contract expiries of thousands of public sector buyers below. Gain insights into their procurement activity, historical purchasing trends and more.
Explore top sources for public sector contracts
Stotles aggregates public sector contract data from every major procurement data source. We ingest this data and surface the most relevant insights for our users. Explore our list of public sector procurement data sources below.