London, UK, Aug 26, 2021 -- The commercial wing of the UK government has named the winners on a framework to provide public-sector contact centres, including enterprise and infrastructure software to support them.
Reading like a rogues' gallery of repeat offenders, the list features Capita, G4S, Serco, and Accenture, which take their place on a framework designed to provide "outsourced contact centre services, shared services and operational business process services," according to a tender document from the Crown Commercial Service.
The framework is set to be used by the UK's central government and wider public-sector organisations, including local authorities, the NHS, non-departmental government bodies, and police, as well as third-sector organisations such as charities.
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The deal is split into two lots: one for contact centres, and a second for business services.
Full list of winners
NCO Europe, lot 1
Go Centric, lot 1
Teleperformance, lot 1
Ventrica, lot 1
Hinduja Global Solutions, lot 1
Arvato, lot 1 and 2
Sitel, lot 1
Shared Services Connected, lot 1 and 2
TTEC UK Solutions, lot 1
Capita Business Services, lot 1 and 2
Serco, lot 1 and 2
G4S Facilities Management, lot 1
Charles Novacroft Direct, lot 1
The Contact Company, lot 1
ResQ, lot 1
Accenture, lot 2
Liberata, lot 2
NHS Shared Business Services, lot 2
The procurement dates back to a prior information notice published October 2019 while the UK was still formally part of the EU.
Posted by Veronica Silva Cusi, news correspondent
# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
Published: Friday, August 27, 2021
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