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ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future
| Supplier | Identifier | Award Value | Lots Won | Cross-References |
|---|---|---|---|---|
| Teleperformance Ltd | 02060289 | - | 1 lot Finance Services | LOBBYIST Crestview Strategy Ltd (1 quarter) Crowne Associates Ltd (1 quarter) |
This procurement was divided into 3 lots, each awarded separately. 3 bids were received in total.
| Lot | Value | Bids Received | Awarded To | Status |
|---|---|---|---|---|
| Lot 1 Finance Services 1,080 days (≈3 yrs) | £9,309,053 initial term | 3 | Teleperformance Ltd | active |
| Lot 2 Payroll Services | - | - | - | planned |
| Lot 3 Customer Service Centre | - | - | - | planned |
Government spending data: This supplier has received £956,491,984 in 1,859 payments (over £25k) from UKRI GPC, Department for Work and Pensions, Home Office, Department of Health and Social Care, NHS England and 10 more public bodies (2011-05-13 to 2026-07-28). View full payment history →