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
Pcs
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
Lots
Lot 1 ScotRail Customer Contact Centre
£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
Documents
Unlock document linkScotRail Customer Contact Centre
Not provided
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 met...
Award notice · Web page
ScotRail Customer Contact Centre
Not provided
SRT invites prospective suppliers to participate in this procurement process for a fully managed customer contact centre. SRT is looking to procure contact centre services to enhance its customer relations, smartcard helpline, delay repay a...
Contract notice · Web page
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