Out-of-Hours Customer Support Services

Open

Buyers

Katy Reed

Value

£208,000

Classifications

Call centre
Telephone-answering services
Helpdesk and support services
Telecommunications services

Tags

tender

Submission Deadline

4 weeks from now

Published

10 hours ago

Description

Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW’s Terms and Conditions. The anticipated start date is 1st January 2026.
The service will need to be able to provide bilingual (English and Welsh) customer support via telephone, social media, and email, operating 7 days a week during specified out-of-hours periods. Key requirements include accessibility compliance, call and email handling, CRM integration, customer satisfaction tracking, and robust business continuity. TfWRL will provide system access, training, and ongoing support.

Documents

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Contract Agreement

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Award Notice

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Organisation

Katy Reed

Public authority - sub-central government

Chloe Allen

[email protected]

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