About Contact Centre Services and how they apply to the Public Sector
Public Sector bids, tenders and frameworks for contact centre services are becoming increasingly common as more and more public sector and other related entities outsource their contact centre services.
There is a bid focus on client and customer service in the public sector and contact centre services are central to that. Many housing authorities, government departments, transport authorities and NHS departments are looking to outsource their contact centre services bids. This create a significant opportunity for contact centre operators to bid for public sector contracts by responding to RFPs and ITTs and bidding for framework opportunities.
Contact Centres services are often integrated in other services in bids and tenders. For example, the NHS trust awards tenders for integrated Contact Centre (CC) and Customer Relationship Management Contracts CRM) as well as other services that are designed to streamline and enhance the customer contact and call handling experience.
What frameworks and other avenues are used to procure Contact Centre Services
CCS have created a framework called the Outsourced Contact Centre and Business services framework. Many government department procure through this framework and our bid and tender writing consultants have experience in assisting clients to write this framework application through CCS. However, local government bodies do not only use this framework to procure contact centre services.
They often release tenders directly or procure through frameworks such as G-Cloud and the YPO framework among others. It’s important to take a broad / wide ranging approach to assessing contract, bid, tender and framework opportunities for your organisation as there are opportunities for contracts across multiple frameworks that are generally worth bidding for.
How our team will help you bid for contact centre contracts and frameworks
Our team of experience bid, tender and framework writers have strong experience writing applications and tenders for contract centre contracts and frameworks. This experience extends across the common frameworks such as YPO’s Multi-Channel Communications framework. We provide highly tailored and strategic services to help you win and have an understanding of the quality of responses procurers are looking for. We will help you write best practice responses that score well against the common criteria that typically appear in contact centre bids such as:
- Achieving best practice service delivery: This is critical to success. You need to show in your bid how you will provide quality service delivery to the relevant government department or public sector body.
- Complaint handling process: In your bid, you need to ensure you put forward a robust complaint handling process. It needs to show escalation times that area reasonable and you also need to demonstrate that you have quality control mechanisms in place across your operations.
- Key Performance Indicators (KPIs): These firstly need to be stipulated, and secondly adhered it.
- Staff Training and resourcing: When bidding for a contract, the public body will want to know that you have the right training processes in place for your personnel. They will also want to be certain that you have the depth of resources to service the contract over the life of the contract. That means you will need to have recruitment and training processes in your organisation to ensure that you can recruit and train suitable staff.
Talk to our team of expert bid and tender writers today about how we can assist with your next application. Our will also assist you to develop the necessary support documentation such as:
- Business Continuity Plans
- Cyber Essentials Certificates
- Carbon Reduction Plans
Contact our team for help with writing winning bids for Contact Centre Contracts
Our team of bid and tender writers are able to help you write your bid for your next framework or contact centre contract. We are based in London and Manchester and help clients across the UK to bid for government contracts.
We know the industry and have a track record of success. Talk to us today about how we can assist with your next framework application or bid.