Call Centre Tenders and Contracts

A call centre tender covers a customer contact centre telephony or CRM platform, an out-of-hours call handling service, or a standalone call centre contract, whether the work is delivered from a physical site or a hosted cloud platform. A one-off phone system upgrade with no service element sits closer to a telecoms tender instead.

Stotles brings together call centre tenders and contracts from 100+ portals into one search, so you do not have to check each portal separately, and you can set alerts for new opportunities across the UK and Ireland.

If you want to search the government portals directly, Find a Tender carries higher-value contracts across the UK and Contracts Finder carries lower-value contracts in England. Public Contracts Scotland, Sell2Wales and eTendersNI cover Scotland, Wales and Northern Ireland, Ireland's eTenders covers Irish public bodies, and many councils, NHS bodies and housing associations publish on their own e-tendering portals such as ProContract. Contact centre platforms are often called off from the Crown Commercial Service Network Services framework, while out-of-hours call handling appears as standalone tenders on Find a Tender and Contracts Finder.

Call centre tenders are scored on call answering and resolution times, staffing and training, technology and reporting, data security and price. Out-of-hours contracts often score how emergency repairs and safeguarding calls are escalated.

Call centre services handling personal data must comply with UK data protection law, and services taking card payments must meet PCI DSS. Tenders usually set minimum insurance cover, check financial standing and ask for evidence of similar contracts at selection stage. Under the Procurement Act 2023, suppliers can be excluded for certain criminal convictions, insolvency or failure to pay tax.

Often, yes. Several of the larger notices are direct awards or call-offs under the CCS Network Services framework, since major telephony suppliers hold places there already. A dedicated out-of-hours call handling contract is more likely to go out as a standalone competitive tender.

The Crown Commercial Service Outsourced Services framework is a common route for outsourced contact centres. It brings contact centres together with other business services such as process administration, HR and payroll, and the contact centre work sits in its citizen experience area.

Buyers such as the UK Health Security Agency and the London Borough of Barnet have bought contact centre and customer services through it, with Barnet running a further competition.

Councils and housing associations are the most frequent buyers, usually for a customer contact centre covering council tax, benefits, repairs and general enquiries, or an out-of-hours line for housing and social care residents. Combined authorities occasionally run a shared contact centre across several member councils.

Read customer service strategies, telephony end-of-life dates, out-of-hours contract expiry dates and early market engagement notices, which show call centre work coming due ahead of a notice. On Stotles you can track those signals and the buyers behind them, then follow a notice from pre-tender through to award.

Call centre notices carry 79512000 (Call centre) and 79510000 (Telephone-answering services), and platform contracts carry software and IT services codes.