PRO004931-Services-Contract-Contact Centre Resources
United Utilities Water Limited · North West
Key facts
- Contract value
- £6,600,000
- Awarded
- 20 Nov 2025
- Contract starts
- 08 Dec 2025
- Contract ends
- 07 Dec 2026
- Procedure
- Competitive flexible procedure
- Buyer type
- Utilities & transport
- Source
- Find a Tender
Awarded to
| Supplier | Value |
|---|---|
| CONCENTRIX TSC UK LTD | £6,600,000 |
Description
The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods. The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels. The agreement includes a comprehensive service proposal, covering: • Staffing and training model • Technology stack (IT and telephony setup) • Governance and reporting structure • Quality assurance approach • Supplier readiness for mobilisation ahead of January billing peak
Categories (CPV)
- 79510000 Telephone-answering services
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