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Contact Centre Services

Contract ID: RM3815

Start Date: 01/06/2017

End Date: 31/05/2021


Contact Centres includes a broad range of communications channels that the public uses to interface with government services. This includes telephony, email and web-based communications. 

Contact Centres Service is a pan-government collaborative framework agreement for use by UK public sector bodies, which include central government departments and their arm's length bodies and agencies, non-departmental public bodies, NHS bodies and local authorities and the wider public sector. The duration of the Contact Centre Services framework agreement shall be for a period of four (4) years.

The services within the scope of this framework agreement have been divided into 2 Lots:



Niche Contact Centre Consultancy

Contact Centres

Designed to help Customer across CG and WPS understand their requirements and develop and implement their Strategy going forward

Designed to provide access to key Suppliers within the industry to maximise the potential and commercial value of Contact Centre requirements

The framework agreement is a replacement for lot 5 of the Creative Solutions framework (RM988), which expired March 2017 and has been designed to significantly step-change CCS ability to provide contact centre services.

Click here for the tender documentation including PIN and OJEU.


The main benefits of the Contact Centre Framework are:

● Providing access to Suppliers have the capability to deliver innovations bespoke to the contact centre market

● Delivering Commercial Value and the opportunity to transfer forecast and volume risk

● Providing a vehicle to facilitate the movement towards digital channels reducing the overall cost of the Contact Centre operation

● Creating opportunities for blending and optimisation of workflow across multiple contracts to smooth peaks and troughs of activity

● Optimising the service with a focus on the introduction of Customer Satisfaction measures

In addition, the Framework will also deliver the following benefits:

● Time scales and costs associated with the procurement are reduced due to increased efficiency of procurement

● The framework is compliant with the new EU procurement directives enacted as UK procurement regulations

● There is no need to re-draft and/or re-negotiate terms and conditions as these are agreed at framework level

● Customers have the ability to call-off quickly against the framework for urgent requirements

● The number of suppliers on each lot facilitates improved supplier management which in turn streamlines the further competition process and improves service delivery

● Customer satisfaction with suppliers’ performance is monitored by us on an ongoing basis and action is taken if required

● We negotiate competitive costs that are ensured at the time of initial competition

● We monitor and benchmark ongoing competitiveness over time

● The eSourcing suite provides an online tool to audit and effectively manage procurements. The eSourcing suite creates further efficiency gains by way of access to online information, reducing the cost and time associated with producing and distributing hard copy information. This also allows for information to be constantly updated and easily accessed

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Before using these agreements you should ensure that you have applied for and received approval, both internally and through the Professional Assurance Communications Control Team.

Approval is required for all Central Government departments and ALBs with spend over £100,000. For activity below £100,000, your Director of Communication is responsible for approval.

Wider public sector organisations may have different spend approvals processes for differing levels of spend. Budget approval should be sought before continuing with planning your media requirements.

More info on the Professional Assurance Communications Control process and the request template can be found on the Cabinet Office website. All queries relating to this control should be directed to:


Further competition

We will provide step-by-step guidance on this process.

Guidance on how to run a further competition via the eSourcing suite is available here.

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There are many ways to achieve cash saving, commercial value  and efficiencies from this framework agreement, including the following:

Total Contract Value: Reduced costs over the lifetime of the Contract compared to current cost profile

Outsourcing: Lower cost model and efficiencies can be achieved through transfer of internal activity to expert Suppliers

Consultancy: Using a Consult to provide recommendations to optimise in-house and outsourced work flow

Demand management: Channel shift from telephony towards digital solutions

Technology Deployment: utilising technology to optimise the service and improve efficiency

Blending & Optimisation: maximising customer demand across contracts

Income generation: utilising premium telephony to fund the contact centre operation. At framework level robust KPI’s and supplier management process will be in place. Support will be provided at call off level to ensure departments have the optimum commercial model and performance management regime in place to maximise contract performance.

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The framework was developed to provide a centralised route to market for contact centre requirements that is accessible to central government, the wider public sector and the third sector.

Extensive pre-market engagement with the supplier market and central government and wider public sector departments shaped the scope of the framework.

Support will be provided throughout the call-off process to help shape requirements and ensure best value and efficiencies are achieved.

KPI’s and service level agreements will be managed at both framework and call-off level to ensure supplier performance is maintained.


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Lot details

Lot Number Lot Name Lot Category Number of Suppliers Contract Expiry
All suppliers 14 - click here to view suppliers
1 Consultation for Contact Centre Services Communications 6 - click here to view suppliers 31/05/2021
2 Contact Centre Services Communications 8 - click here to view suppliers 31/05/2021

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Framework Manager Contact Details

Contact Centre Services

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