ScotRail Customer Contact Centre
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
Buyer
ScotRail Trains Limited
Value
£9,309,053
Published
14 Nov 2025
Closes
3 Apr 2024
Procurement details
Source
Find a Tender
Region
Scotland
Procurement method
Selective
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
79512000
Call centre
79511000
Telephone operator services
79510000
Telephone-answering services
79500000
Office-support services
79211110
Payroll management services
Lots
Lot 1 Finance Services
£9,309,053
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, d...
Delivery: Scotland
Lot 2 Payroll Services
Value not provided
ScotRail are looking for a provider of Payroll Services for the processing of a payroll for c5,200 active employees on 4 weekly pay cycle. Associated administration tasks to be handled by the provider will include processing changes to employee Terms & Conditions as required, updating payroll records periodically to ensure accurate payment to employees, resp...
Delivery: Scotland
Lot 3 Customer Service Centre
Value not provided
ScotRail are looking for a provider (or providers) of managed customer contact centre services to handle our c350k annual customer contacts. This includes the provision of hardware, software, security and workflow management solutions. ScotRail are looking for service providers capable of: Customer Contact Centre - handling enquiries, complaints and refund r...
Delivery: Scotland
Documents
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