Tender Details

Country: United Kingdom
Summary: Sc230157 - Contact Centre Services
GBT Ref No: 114924612
Deadline: 19 Mar 2025
Financier: Self Financed
Purchaser Ownership: Government
Tender Value: Refer Document
Notice Type: Tender
Document Ref. No.: DN763612
Purchaser's Detail:
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Description:
Kent County Council are seeking a supplier to provide contact centre services to the residents of Kent to commence April 2026. We are seeking a supplier that will deliver a high quality, value for money and efficient service to the residents of Kent.
They key outcomes from this contract will be:
• 24 hours, 7 days a week service provision (essential provision only Out of Hours)
• To be the key telephony service for KCC-s customer contacts.
• First time resolution where possible.
• Emergency calls to be answered as a priority
• All contact types to have an answer rate mechanism and target (to be agreed)
• Key Performance Indicators to be measured.
• A high-quality service which will be measured against a quality framework and relevant
targets.
• Year on year reduction of non-emergency calls and emails
• A contact centre that supports customers in the best interests of the public, harnessing
technology to enable them to self-serve or reach their outcome in the quickest possible way.

All Expressions of Interest must be registered via the Kent Business Portal https://www.kentbusinessportal.org.uk/ and all interested candidates must submit a Selection Questionnaire via the Kent Business Portal by noon 19th March 2024.
Region(s) of supply :Kent
Estimated value :N/A
Categories :271000 - Call Systems

Last Date of Submission : 19/03/2025 12:00:00
Documents:

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Sc230157 - Contact Centre Services - Unitedkingdom Tender

The KENT COUNTY COUNCIL, a Government sector organization in United Kingdom, has announced a new tender for Sc230157 - Contact Centre Services. This tender is published on UnitedkingdomTenders under GBT Ref No: 114924612 and is categorized as a Tender. Interested and eligible suppliers are invited to participate by reviewing the tender documents and submitting their bids before the deadline on 2025-03-19.

The estimated tender value is Refer Document, and full details, including technical specifications and submission requirements, are provided in the official tender documents. Ensure all submissions meet the criteria outlined to be considered for evaluation.