Contact Centre Tenders and Contracts

Contact centre tenders are contracts for running or supplying a contact centre operation: cloud-hosted contact centre platforms, out-of-hours and complaints call handling, national contact centre services for government departments, and frameworks that pair telephony with web chat, email and other digital channels.

Stotles brings together contact 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 G-Cloud and the Crown Commercial Service Network Services framework, so many opportunities reach only suppliers already listed.

Contact centre tenders are scored on platform functionality, integration with CRM and telephony, resilience, implementation approach and price. Outsourced operations also score service levels, staffing and quality monitoring.

Contact 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.

Contact centre platforms are frequently direct-awarded or called off from G-Cloud and the Network Services framework, as well as NHS communication frameworks, while outsourced operations and central government programmes are competed in their own right.

Central government departments and agencies run national contact centre contracts. NHS integrated care boards and councils buy out-of-hours and complaints-handling services, and universities, housing associations, police forces and transport operators buy platforms or outsourced operations for resident, student or customer enquiries.

Read customer service strategies, telephony and platform end-of-life dates and early market engagement notices for replacement contact centre systems, which often come before a tender. On Stotles you can track those signals and the buyers behind them, then follow a notice from pre-tender through to award.

Contact centre notices carry 79512000 (Call centre), 79342300 (Customer services) and 79510000 (Telephone-answering services) for outsourced operations, and 48000000 (Software package and information systems) or 72000000 (IT services: consulting, software development, Internet and support) for platforms.